Service Quality and Data Analyst

4 weeks ago

Budapest, Budapest, Hungary SAP Full time

Service Quality and Data Analyst

We are seeking a skilled Service Quality and Data Analyst to join our team, responsible for process analytics, reporting, compliance, and quality assurance.

About the Role

  • Maintain and develop a KPI framework for measurement and reporting of service delivery quality
  • Monitor and analyze Event, Incident and Major Incident Management team's performance based on KPIs like time to escalate, time to execute etc.
  • Take accountability for the entire Major Incident cycle – quality oversight from identification to closure of Major Incident in cooperation with the involved operations teams
  • Enhance value-add that our reports offer to top management with regards to make educated, data-driven decisions
  • Ensure that results of analysis are turned into improvements in process and procedure
  • Process governance for SOP (Standard Operating Procedure) is being followed and kept within SLA (Service Level Agreement)
  • Optimize the service delivery lead time through an end-to-end defined service flow
  • Deliver and manage quality expectations amongst Service Owners, Lines of Business within SAP, and external vendors
  • Lead on service quality projects, reports, activities, and deliverables
  • Liaison between Reliability Services and the operations teams to ensure quality standards are met, and evolving requirements are identified and delivered against

Requirements

  • 3+ years supporting technical teams as an analyst or project coordinator
  • Presentation design and data reporting experience
  • Strong experience with PowerPoint, Excel and other presentation tools
  • Excellent analytical skills with ability to troubleshoot problems and find root causes
  • Team player with strong desire to assist and share knowledge
  • Excellent communication and interpersonal skills
  • Ability to work independently, to easily adjust to changes, and stick to deadlines
  • Strong, positive, pro-active problem-solving approach
  • Strong observation and diagnostic skills with ability to give professional feedback
  • Project Management experience is a plus
  • Experience with Software-As-A-Service and/or Cloud technologies is a plus

About SAP

SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. We help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.

Our Culture

We believe in unleashing all talent and creating a better and more equitable world. Our culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.

Equal Opportunity Employer

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

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