Senior Service Operations Analyst

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Oversee Problem Management activities, including the tracking of problem records, actions taken, and steps for closure.

• Organize and facilitate Root Cause Analysis (RCA) sessions, ensuring that results and follow-ups are thoroughly documented.

• Supervise corrective actions to guarantee accountability, progress, and finalization.

• Develop and uphold dashboards and reports to convey operational insights and trends.

• Assist in Change Management by evaluating change records and coordinating change and release initiatives.

• Spot opportunities for process enhancement through automation, improved tools, and AI-assisted solutions.

⛳️ Requirements

• A minimum of 3 years of experience in IT service operations, IT Service Management (ITSM), or comparable positions.

• Proficient understanding of ITIL practices, including Incident, Problem, and Change Management.

• Familiarity with tools such as ServiceNow, Jira, and/or Confluence.

• Strong analytical abilities and experience with reporting tools like Excel, Power BI, Tableau, or similar platforms.

• Excellent communication skills with the capability to collaborate effectively with diverse teams and stakeholders.

• Experience with automation or AI tools is advantageous, though not mandatory.

🏝️ Benefits

• Medical, life, and dental insurance

• Asociacion Solidarista

• International Share Save Plan

• Flexible Work/Work from home

• Paid time off

• Annual Performance Bonus

• Education Reimbursement

• Family Bonding

• Bereavement Leave

• Referral Program

• more.