Viking (NYSE: VIK) is a global leader in experiential travel with a fleet of more than 100 ships, exploring 21 rivers, five oceans and all seven continents. Designed for curious travelers with interests in science, history, culture and cuisine, Chairman and CEO Torstein Hagen often says Viking offers experiences For The Thinking Person™. Viking has more than 450 awards to its name, including being rated #1 for Rivers and #1 for Oceans five years in a row by Condé Nast Traveler in the 2025 Readers’ Choice Awards. Viking is also rated a “World’s Best” by Travel + Leisure—no other travel company has simultaneously received such honors by both publications.
Please note that we can only accept applicants who are eligible to work in Switzerland or in possession of a valid work permit.
Role Description
The IT Service Center Analyst supports the Information Technology department by ensuring IT services meet quality standards, policies, and organizational goals, reporting to the Senior Manager, IT Delivery. The role focuses on quality assurance across the IT service lifecycle, promoting a strong customer service mindset and First Contact Resolution to identify and address issues early. The position collaborates closely with IT teams and business stakeholders to convert QA data into insights that improve service delivery and business outcomes.
Key Responsibilities
* Driving awareness of requirements across business units and identify substandard systems processes through real-time data evaluation.
* Collaborate with cross-functional teams to translate business requirements into practical operational solutions.
* Analyse data to identify root causes and support effective problem‑solving aligned with business needs.
* Evaluate processes, systems, and user needs to recommend and support technical solutions.
* Support customer satisfaction by managing escalations and delivering accurate, timely reports.
* Maintain current knowledge of ServiceNow workflows and perform quality assurance activities.
* Use ServiceNow, Power BI, and analytical tools to create reports and provide data‑driven recommendations.
* Collaborate with management and cross‑functional teams to support business objectives and enhance the end‑user experience, particularly where backlogs or operational challenges arise.
* Perform additional duties as required.
Key Qualifications
* Entry level experience with a minimum of 2-3 years’ experience in Information Technology QA role, or a related field.
* Excellent written, verbal, and interpersonal communication skills.
* Exceptional organizational and time management skills.
* Strategic and creative mindset with high attention to detail.
* Ability to manage multiple tasks from beginning to completion independently and as part of a team.
* Analytical thinker with problem‑solving skills and the ability to identify patterns, errors, and data anomalies.
* Customer‑service oriented while successfully applying company policy and procedures.
* Highly computer literate with proficiency in MS Office, and related business and communication tools.
* Strong skills in data analysis tools like Microsoft Excel, including advanced functions, pivot tables, and macros, are a plus for analyzing ticket data and generating insightful reports.
Nice To Have Qualifications
* Understanding of IT Service Management (ITSM), advantageous. Certifications such as CBAP (Certified Business Analysis Professional) are advantageous.
Community & Culture
* Fast‑growing and dynamic environment, a modern workspace, flexible working hours
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