IT Service Support Analyst

**Our opportunity**

**Your role**

**As a Service Support Analyst your main responsibilities will involve**:

- Assist the internal Zurich customers to ensure that the service levels and performance are meet.
- Provide support to internal tools as a second line of support, escalations, training and assist by the root cause analysis for continue improvement of service and end user satisfaction.
- Report and communicate issues to the IT business counterpart, change leads and IT service teams ensuring the quality and tracking of those questions.
- Ensure compliance with Zurich IT service management governance, standards and security policies.
- Coordinate incidents, problems and changes are followed and updated regarding ITIL frame of work.
- Represent the 2nd level support in the Service Integration meetings, in case of major incident, problem and operational changes.
- Lead service management communications for the business (e.g. incident alerts, change freezes, manuals etc.), as well as escalations.
- Coordinate topics that require participation of other teams/suppliers.
- Prepare monthly reports and handle monthly service reviews with the business unit counterparts.
- Identify service improvement possibilities, and work with required parties for the implementation of proposed improvements.
- Ensure internal and external providers are compliant with regulatory requirements and provide assistance and support for audits, where applicable.
- Create the knowledge articles for our knowledge base and maintain it up to date.
- Work across the organization with stakeholders, IT Service Teams, Change Leads, and Application Specialists to develop and support new and existing products, features, and services.

**Your Skills and Experience**

**As a Service Support Analyst your skills and qualifications will ideally include**:

- Bachelor's Degree in IT or +3 years experiences working in support/service delivery service experience.
- Experience in diverse, multi-cultural environments, especially offshore, and dealing with ambiguity and changing/evolving requirements
- Good communication skills, ability to communicate with both business and technical stakeholders at all levels of an organization.
- Fast learner skills and willing to learn new things.
- Fluent written and spoken English is mandatory, another language like Spanish or German is an advantage.
- Processual and Systemic view, as well a certain programming logic.
- Experience in Service Now or JIRA ticketing system.
- ITIL Service Management level qualifications are an advantage.
- Experiences working with Application Support or maintenance.
- Knowledge in finance or insurance sector will be appreciate

**Additional Information**

**As well as a competitive salary and a yearly bonus we offer benefits package which includes**:

- Option to **work remotely within Spain** even up to 100% - you choose
- Flexible working hours
- Wide range of internal and external trainings
- Free English, German and Spanish classes depending on the needs
- Ticket restaurant
- Life Insurance
- Pension Plan - after 1 year in the company
- Referral bonus if you bring other talented people like you
- Special banking and insurance conditions
- Exclusive Employees discounts

LI-Hybrid

**Who we are**

Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.

**Diversity & Inclusion**

At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

So be challenged. Be inspired. Help us make a difference.

**You are the heart & soul of Zurich**

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

Let’s continue to grow together
- Location(s): ES - Barcelona
- Remote working: Yes
- Schedule: Full Time
- Recruiter name: Alvaro Gallego Zazo