Support Backlog Analyst

hace 1 mes

Madrid, España Celonis SE A tiempo completo

-We're Celonis, the global leader in execution management and process mining technology, and one of the 50 most valuable private companies in the world. We believe that every company can unlock its full execution capacity - and for that, we need you to join us.

**The Team**:
The Engineering Support Operations team is an enabler of the Engineering department and helps the Engineering organization deliver on its vision of **performance**, **reliability**, **value, **and **timeliness. **We strategically and operationally define the ways to Improve the productivity/efficiency of teams, improve the Engineering orgs effectiveness in support management, guide the organization to deliver a trustworthy Service, and guide the organization to** deliver an enterprise-grade Product.**

**The Role**:
As a Support Backlog Analyst, in the Support Operations team, you will be pivotal in analyzing the support ticket backlogs and support processes in the engineering organization in order to identify improvement measures that will lead to improved performance and ultimately higher customer satisfaction. In this interdisciplinary role, you will integrate analytical, Data Science methodologies, Project Management skills and process improvement practices.

In order to manage your own projects and successfully deliver them, you will be expected to collaborate and develop strong long-standing relationships with internal and external stakeholders cross-functionally.

**The work you’ll do**:
**Responsibilities**:

- Work with all engineering areas and teams on a **Day to Day** incident and issue management. Responsible for the **day to day support backlog management **and helping teams **keep backlogs well managed**.
- Operating and maintaining the Incident management process and governance framework and proactively identifying improvement opportunities.
- Participate in team sprint meetings / planning sessions to help with **prioritization **of what issues to work on based on escalations, severities etc and ensure **service management runs smoothly** in the team.
- Deep dive into the quality of support tickets for each team and provide improvement ideas.
- Responsible for guiding teams to **meet KPI targets associated with support**.
- Follow up with teams on **long-running issues **and resolutions.
- Work together with **escalation management team **to plan and prioritize support tickets that need to be completed.
- Analyze customer ticket details, identify trends and **provide insights** on issue similarities occurring across areas using root cause analysis. Conduct an in-depth investigation especially on new patterns of escalations.
- Helping teams with **team level or area level postmortem review meetings.**:

- Run** quality audits for support tickets** to ensure the right data is set correctly for reporting and tracking purposes.
- Create action plans for teams and help teams improve their **support delivery**.
- Work closely with** **L2 and L3 support teams to build communication, collaboration and knowledge exchange.
- Track and follow up on **Customer Logged critical** incidents to ensure that they are addressed by teams on time with clear and concise communication.

**The qualifications you need**:

- Bachelor's or Master’s degree in Information Systems, Business Informatics or similar.
- 3+ years of experience
- IT Service management experience including ITIL process knowledge.
- Experience in project management including implementing process improvements, prioritization, and multitasking capabilities.
- Deep interest in SaaS technology.
- Excellent communication and influencing skills.
- Some Data Analytics experience would be advantageous.
- Ability to work in dynamic and high pressure situations.
- Solid teamwork & collaboration skills.
- English is a must (We speak in english all day)

**What Celonis can offer you**:

- The unique opportunity to work within a new category of technology, Execution Management
- Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
- Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more)
- Physical and mental well-being support (subsidized gym membership, access to counselling, virtual events on well-being topics, and more)
- A global and growing team of Celonauts from diverse backgrounds to learn from and work with
- An open-minded culture with innovative, autonomous teams
- **A clear set of **company values** that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future**

**About Us**

Celonis reveals and fixes inefficiencies businesses can’t see, enabling them to perform at levels they never thought possible. Powered by its market-leading process mining core, the Celonis Execution Management System provides a full set of platform capabilit

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