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Service Performance Analyst

2 weeks ago

Riga, Rīga, Latvia Aerones Full time €24,000 - €36,000 per year

We are seeking a detail-oriented and analytical Service Performance Analyst to monitor, evaluate, and improve the performance of our services and operations. The ideal candidate will use data-driven insights to identify trends, highlight areas for improvement, and support strategic decision-making to enhance service delivery and customer satisfaction.

Responsibilities

  • Performance Monitoring: Track and analyze service performance metrics (e.g., SLAs, KPIs, response times, resolution rates)
  • Reporting & Insights: Prepare regular and ad-hoc reports on service performance, highlighting trends, issues, and opportunities for improvement
  • Root Cause Analysis: Investigate service failures and performance bottlenecks to identify root causes and recommend corrective actions
  • Process Improvement: Work with cross-functional teams to develop and implement initiatives aimed at improving service efficiency and quality
  • Stakeholder Collaboration: Act as a liaison between operational teams, management, and IT to ensure alignment on service performance goals
  • Dashboard Development: Design and maintain dashboards and tools to visualize key performance indicators and metrics
  • Compliance & Quality Assurance: Ensure services meet regulatory and quality standards and internal compliance requirements

Requirements

  • Bachelor's degree in Business, IT, Data Analytics, or related fields
  • Minimum of 2 years in service performance analysis, business intelligence, or related roles
  • Strong analytical, organizational, and problem-solving capabilities
  • Expertise in data analysis tools like Excel, Power BI, Tableau, and SQL
  • Excellent written and verbal communication abilities
  • Familiarity with ITIL or service management frameworks is advantageous
  • Strong organizational and time management skills

Benefits

  • Opportunity to represent the global leader in robotic wind turbine maintenance and inspection services, working in a supportive and developing work environment and culture
  • A modern and comfortable office location at Katlakalna iela 11E, Riga
  • Well-equipped kitchen with healthy snacks
  • Friendly and knowledgeable colleagues, as well as team events
  • Health insurance after the probationary period and additional funding for the purchase of glasses
  • Necessary equipment for the job
  • Birthday gifts
  • Paid study leave
  • An additional 3 days of leave per year, which can be taken as needed
  • Gifts and additional funding for special occasions (marriage, birth of a child)
  • Salary ranging from EUR 2000 to EUR 3000 per month before taxes