Role: Service Delivery Analyst
Company: Arcadis Gen
Location: Serbia (Remote - with access to our office in Belgrade)
Our Purpose
Arcadis Gen is the new business from Arcadis, backed by a €3bn+ revenue, 27,000-person, 70-country, 130-year-old company. We are bold, dynamic, and disruptive, revolutionizing the future of digital asset management through our 250+ colleagues in over 10 countries worldwide.
Gen has one purpose: to unlock the power of data for a more sustainable, efficient, and resilient world. The world is rapidly changing, and the potential of boundless data and transformative technologies brings countless challenges. And no-one is meeting these challenges quite like we are. Our customers want digital solutions that will optimize their businesses – for better performance, reliability, and improved quality of life for everyone. And that is what we do.
The Opportunity
Service Delivery Analysts form an integral part of Arcadis Gen’s customer experience ensuring the impression we leave with our customers is both positive and proactive. The role of Service Delivery Analyst resides with our Service Delivery Operations team and is pivotal in our ability to build strong effective relationships with our customers.
Our Analysts are responsible for providing high quality second line service and technical support to customers using our technologies, products and solutions. Strong technical and problem-solving skills are essential. You will form part of an established but transforming team therefore need to be both proactive and reactive in your approach whilst possessing a drive to learn and develop.
Your Responsibilities
- Responding to customer queries in a timely and accurate way via multiple channels
- Troubleshooting high/priority/routine complex to non-complex incidents and delivering technical resolutions in accordance with our Service Level Agreements (SLAs)
- Routing and directing tickets that cannot be resolved to the correct team or expert within Arcadis Gen and our third-party suppliers and partners
- Using and producing Known Error reports, Root Cause Analysis reports, documenting workarounds and Problem Management plans
- Use Service Management tools to track and monitor service desk activity, produce reports and analytics alongside analysing trends and patterns.
- Resolving customer enquiries, requests for support and/or information. Using technical expertise to deliver resolutions within agreed KPIs and Service Level Agreements (SLAs). Collaborating with other technical specialists across the Arcadis Gen biosphere
- Producing technical knowledge base documentation such as Root Cause Analysis, Resolution articles, Known Error documents, service architectures and solution articles
- Supporting service transition activities (both new and decommissioning) including working with Service Delivery Managers, Operations Managers and the Service Management Office to design effective transition plans
- Inputting to Service Design activities as required
- Working collaboratively with a range of multidisciplinary technical teams including development, architecture and customer success
- Where appropriate, leading and/or contributing to Service Reviews
- Supporting the Service Desk with the production of service analytics, reports and dashboards
- Supporting and contributing to continuous improvement and process development as required
- Participation in the out of hours support rota as required.
What you bring:
Our ideal candidate will ideally have previous experience of working in a busy service desk or service delivery environment for organisations delivering complex software and hosting services.
Must-haves:
- Excellent technical skills including the ability to problem solve, troubleshoot and conduct analysis / investigation of incidents and problems
- Experience in a customer facing role in a software / IT based organisation
- The ability to learn quickly and adapt to changing requirements/circumstances
- Experience of capturing knowledge base material
- Experience of automated monitoring and checking for alerts
- Experience of collaborating across multiple technical teams
- Self-motivated and proactive in approach
- Customer centric meaning the customer is at the heart of your work
- Willingness and ability to work in a shift pattern (“Follow the Sun” model)
- Natural curiosity and ability to problem solve
- Enthusiastic and keen to learn
- Exposure to SQL
Nice-to-haves:
- 2-4 years previous experience in a service or technical support role
- ITIL V3 or V4 or the willingness to undertake the training
- Experience of supporting services that operate within business-critical scenarios
- Exposure to MS Azure and/or AWS environments
- Exposure to ERP systems
- Programming language skills for troubleshooting (C#, Java, Python)
We offer:
- An environment with an innovative culture and the entrepreneurial spirit of a scale-up, we have access to Arcadis global offices and also have flexible working spaces in Serbia and Sheffield, UK. We encourage you to work from the office, as it works best for you to maximise your ability to collaborate and your productivity.
- A series of Healthy Working Practices across Arcadis Gen, including Thinking Thursdays, a day dedicated each week to minimizing meetings and maximizing opportunities to reduce the cognitive load.
- Opportunities to future proof yourself by working with highly motivated, curious and skilled colleagues in multiple geographies globally.
- A strong commitment to learning and growth, including a #lovetolearn cash contribution for you to invest in the learning platform of your choice.
- We are working toward our BCorp certification which will recognise our high standards of social and environmental performance, transparency and accountability, and hope to have secured this by the end of the year
