Technical & Business Operations Specialist

תיאור המשרה

Data Analytics & KPI Management:
• Collect, analyze, and interpret IT support data to improve decision-making.
• Define, track, and report on operational key performance indicators
• Develop dashboards and reports using Power BI, Tableau, or similar tools to provide leadership with clear visibility into performance trends.
• Use data insights to identify bottlenecks, recurring issues, and areas for improvement.
Process Improvement & Automation:
• Identify inefficiencies in IT support workflows and propose data-backed process improvements.
• Leverage automation and AI to optimize ticket handling, self-service solutions, and proactive issue resolution.
• Support IT teams in standardizing support processes based on ITIL best practices.
AI & Gen AI in IT Support:
• Support the implementation of AI-driven analytics to predict and prevent IT issues.
• Work on Gen AI-powered knowledge management, helping improve self-service capabilities.
• Assist in integrating AI chatbots and virtual assistants to enhance IT support efficiency.
Project Coordination & Change Management:
• Lead IT support projects, ensuring they align with business objectives.
• Advancing implementation of new tools, automation initiatives, and AI-driven solutions.
• Work with global teams to drive data-backed changes and technology adoption.

דרישות התפקיד

3-5 years of experience in IT service management, data analytics, or a related field.
Strong knowledge of data analysis and visualization tools (Power BI, Tableau, Excel, or similar).
Experience with ITSM platforms (e.g., ServiceNow, Jira, Remedy).
Understanding of ITIL best practices (ITIL certification is a plus).
Experience in data-driven decision-making within IT support operations.
Strong analytical and problem-solving skills.
Good communication and collaboration skills, with the ability to present data insights effectively
Preferred Qualifications:

Experience in AI-driven IT support solutions (chatbots, self-service tools, automation).
Familiarity with scripting or automation tools (Power Automate, Python, RPA).
Background in project coordination and change management.

לכל המשרות