Description
Protera Technologies is looking to recruit English speaking technology professionals for its 24 x 7 x 365 service center operation.
Ιnfo Role:
Process and Quality Analyst
Location:
Athens
About the Protera:
Protera Technologies (www.protera.com) is an SAP Certified, Global Total IT Outsourcing Provider for SAP-centric organizations founded in the mid-1990s. We have been the SAP on cloud pioneer ever since running the world's first SAP production instance on public cloud. Today, we run thousands of instances of SAP+ and related IT applications on Microsoft Azure and Amazon Web Services (AWS). Protera designs and deploys scalable architectures built using world-class infrastructure.
Our Culture
At Protera, we constantly strive to maintain an environment of authenticity where every individual feels welcome, no matter their personal or professional backgrounds. We prioritize a culture rooted in collaboration, growth, and mobility. We look for people that value meaningful and impactful interactions with their personal and professional communities. We believe that great teammates have a curiosity to learn, grow, support, and to make one another better. We’re a fun group, finding various ways of celebration that has contributed to our 25 years of success in cloud technology management.
Requirements
- Identify and analyze business needs, conduct requirements gather, and define scope and objectives.
- Collection and documentation of business and technical requirements for process and IT Tools automation improvement efforts.
- Maintaining a complete understanding of and adhering to all IT policies, processes and procedures.
- Identifying issues/risks/opportunities for improvement and efficiencies on IT Tools, flows or processes and bring them to the attention of management.
- Develop and implement continuous improvement plans.
- Communication with internal and external stakeholders globally.
- Coordinating with process owners to ensure alignment and smooth changes transition.
- Creating process and procedural documentation.
- Monitoring and measuring the effectiveness of implemented process changes and making necessary adjustments for continuous improvement.
- Generating reporting and providing analysis of data for review for use across the organization.
- Identify training gaps and create training opportunities when needed.
- Running workshops and training sessions.
- Promote the continuous improvement culture in the Service Desk team.
- Execute and oversee several continuous improvement work streams.
Skills and qualifications:
- Excellent communication verbal & written in English.
- Consistency – Reliability – Ownership
- Structured thinking
- Process keen
- Time Management and Prioritization
- Attention to detail
- Exceptional record keeping skills
- Strong analytical and problem-solving skills
- Team player
- Typical
- Willing to commit and grow
Requirements:
- University Degree in Computing, Electronics, related IT field or Business administration
- At least 3 years of IT working experience
- Experience in process optimization and IT Tools automation
- Microsoft Office knowledge (Word, PowerPoint, Excel, Visio and Outlook)
- Very good understanding of ITSM tools and ITIL best practices
- ITIL Foundation Certification
Nice to Have:
- Experience ServiceNow or other ITSM platform and associated processes
- Quality Analyst or Engineer Certification
- Six Sigma Certification
- Business Process Associate or Professional Certification
Benefits
- Competitive wages and stability
- Private health insurance
- Growth opportunity and quick advancement based on performance
- Employee appreciation programs
- International and multicultural environment
- Welcoming and friendly work environment within young team
- Offices next to metro station
- Continuous training and opportunity for career development using cutting edge Cloud Technology & Certifications
