ASPIRE GSC Experience Quality Analyst
ASPIRE GSC Experience Quality Analyst
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Job Description
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk it stands as the central authority and shared service delivery hub orchestrating all operational workflows processes procedures and tooling. Its a core delivery component of the Version 1 ASPIRE Managed Services offering that place AI continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting selfservice and automation we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best Experience to our Customers.
We are seeking an experienced and resultsdriven Experience and Quality Analyst.
Working to the Service Desk Support Lead in support of our IT service desk operations 24/7 at the Global Service Centre this is a dual role.
This role will be responsible for designing implementing and managing strategies that ensure exceptional customer and employee experiences. This role plays a critical part in developing initiatives that enhance satisfaction engagement and loyalty while driving business growth and cultural alignment.
The role will also assure the ecosystemwide ticket standards and quality within the organization. This role also ensures the quality of logging updates communications and resolution activity is of a very high standard and consistency and the users experience is fully assessed and reported upon utilising our ServiceNow ITSM tooling capability. This role has a close working collaboration with the incident and problem managers. Both these functions include thirdparty partners and suppliers in their scope to ensure consistency across the wider ecosystem delivery of services.
The ideal candidate will be a handson individual with excellent ServiceNow skills to create and analyse servicebased ticket and experience data and performance remediating responses for continuous improvement and also have excellent communication and administration skills to ensure all stakeholders are coherent.
This role is highly suited to a person who has started from the ground up in a Service Desk environment.
Key Responsibilities:
- Develop implement and maintain the experience management strategies and process and its supporting artefacts in line with ITIL standards.
- Develop implement and maintain the service desk quality management process and its supporting artefacts in line with ITIL standards.
- Collaborate with all resolver stakeholders to ensure all tickets are to the expected quality standards.
- Collaborate with all resolver stakeholders to ensure all experience management feedback is shared and remediated or plauded as necessary.
- Create and present regular reports on trends response information insights and feedback scoring to key stakeholders.
- Analyse incident data to identify patterns and recurring issues implementing proactive measures to prevent reoccurrence.
- Working collaboratively with incident and problem management.
- Recommend and drive process improvements to enhance the overall efficiency and effectiveness of both quality and experience management.
- Maintain strong relationships with internal teams external vendors and other key stakeholders to enable seamless collaboration.
- Develop and deliver training sessions for service desk and support teams to ensure adherence to the quality and experience management processes.
- Maintain and update documentation including workflows escalation paths and communication templates.
Qualifications :
Skills Education & Qualifications:
- Indepth knowledge of ITIL frameworks particularly quality and experience management.
- Knowledge of experience management tools methodologies and best practices.
- Strong analytical and problemsolving skills.
- Exceptional communication and interpersonal skills.
- Exceptional organisational skills.
- Proficiency in ITSM tools e.g. ServiceNow.
- Bachelors degree in IT Computer Science or related field (preferred).
- ITIL Foundation certification (mandatory); ITIL Practitioner or higher (desirable).
- Proven experience in a quality and experience management or similar IT operations role.
Additional Information :
At Version 1 we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing professional growth and financial stability.
One of our standout advantages is the ability to work with a hybrid schedule along with business travel allowing our employees to strike a balance between work and life.
We prioritise the health and safety of our employees providing private medical and life insurance coverage as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations including AWS Microsoft Oracle and Red Hat.
Our employeedesigned Profit Share scheme divides a portion of our companys profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential offering Pathways Career Development Quarterly a programme designed to support professional growth.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
