Referencia: JN-082026-7082927Publicada: 2026-08-13Ubicación: Barcelona Ciudad, España, ESTipo: Jornada completaModalidad: Remoto / híbridoEmpresa: Michael PageContacto: Ignacio RossiniSector: TecnologíaSub Sector: TestingIndustria: Technology & TelecomsLocalización: Barcelona CiudadTipo de Contracto: PermanenteNombre del consultor: Ignacio RossiniModalidad de trabajo: Remoto / híbridoImprove IT service performance in a global technology environment.Combine ITSM, analytics, automation and continuous improvement. Dónde vas a trabajar? The position sits within the Global Technology Support function, part of Infrastructure Services, and works closely with technology support teams, service owners and other Business Technology functions.Descripción The (Senior) Service Optimisation Analyst will be responsible for improving the visibility, efficiency and effectiveness of technology support services through service management, operational analytics and continuous improvement.Key responsibilities will include:Analyse service performance across General Technology Support,



Infrastructure Services and selected Business Technology services.Monitor KPIs including ticket volumes, resolution times, first-contact resolution, backlog, SLA performance, customer satisfaction and self-service adoption.Produce operational reports and executive-level service performance reporting.Identify trends, recurring incidents, demand drivers, service risks and improvement opportunities.Lead regular service performance reviews with support teams and service owners.Define and track improvement actions, owners, deadlines and expected benefits.Identify repeat incidents, avoidable support demand and inefficient processes.Support proactive problem management by assessing recurring issues and their operational impact.Identify opportunities to improve first-contact resolution and shift support activities towards lower support levels or self-service.Recommend initiatives to reduce ticket volumes, manual work

📌 Service Optimization Analyst (Cataluña)
🏢 Michael Page International
📍 Cataluña