Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person.
Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.
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
* We are currently recruiting for the IT Service Center Analyst role to support the Information Technology department. The position reports to the IT Training and QA Manager. The successful candidate will engage with IT Service Center Managers and other stakeholders across various communication methods.
* The IT Service Center Analyst will ensure that IT services meet required standards, policies, and organizational goals. The ideal candidate will perform quality assurance throughout the IT service lifecycle to minimize the risk of defects and address faults as early as possible.
* The ideal candidate takes a proactive approach to support department QA processes and emphasize a customer service approach for First Contact Resolution (FCR) helping to minimize the impact, difficulty, and cost of resolving defects discovered at later stages. The role involves collaboration with business analysts, IT team members, and business stakeholders to transform QA data into insights that enhance business solutions and decisions.
* The IT Service Center Analyst must demonstrate problem-solving skills, analytical abilities, strong organizational skills, attention to detail, agility, and the ability to work both independently and as part of a team in a dynamic environment.
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 understand business requirements and translate to them into organizational and operational solutions.
* Critically analyze data, identify underlying root problems, define them clearly, and structure them to facilitate effective problem-solving to meet business needs.
* Research, understand, and evaluate processes, systems, and user needs for applications, systems, or access to suggest and apply solutions.
* Ensure customer satisfaction by supporting department escalations, reporting findings promptly and providing accurate reports to meet the required standards.
* Stay up to date on the latest ServiceNow workflows and perform QA.
* Utilize ServiceNow, PowerBI and additional analytical software to create reports, offer recommendations and provide solutions.
* Facilitate smoother collaborations to enhance the user experience where backlogs or challenges arise.
* Collaborate with management to understand business objectives and delivery to the end user.
* Perform other duties as assigned.
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 meticulous attention to detail.
* Ability to manage multiple tasks from beginning to completion independently and as part of a team.
* Critical thinker with innovative problem-solving skills.
* Ability to identify patterns, errors, and issues not immediately apparent from first glance at data.
* 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 the use of 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), advantageous.
COMMUNITY & CULTURE
* Fast-growing and dynamic environment, a modern workspace, flexible working hours
HOW TO APPLY
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