service assurance specialist.

Your role:
Ensure the Continual Improvement (CI) of support processes and related activities, ensuring the creation, definition, implementation, and closing of findings in accordance with the Improvement Management process and contributing to the correct functioning of the Continual Improvement Operating Model and its tools.
Ensure the collection and analysis of customers’ feedback and contribute to the correct functioning of the Customer Feedback Management operating model and its tools.
Identify and implement the necessary controls to gather information to ensure the adequate monitoring of the Support processes and activities as well as the quality of service provided to the Customers.
Analyse and interpret data to identify the necessary corrections and improvements.
Ensure the support to relevant stakeholders of CI actions and the assessment of their efficiency, when applicable.
Maintain communication channels with different stakeholders to ensure capturing of relevant information for the CI motion and/or streamlining actions to implement minimizing risks, impacts and friction.
Ensure the interaction between relevant stakeholders in order to ensure a correct and adequate investigation of findings and proposal of actions.
Actively collaborate on the design of execution plans for specific initiatives led by other teams within Global Support.
Organize, coordinate and lead the execution of corrective actions, improvement actions and initiatives by coordinating and aligning with the different stakeholders involved/impacted.
Ensures the processes in place are aligned with the contractual requirements and are followed according to its definition.

If you have:
BSc, MSc, in science, engineering or management related fields.
Experience in similar roles in the Software Industry/Product Companies;
Fluent in English.;
Critical thinking: analytical, creative, and innovative;
Problem-solving skills: ability to analyze data, identify problems, and recommend solutions;
Experience in spreadsheet apps (e.g. Excel, Google Sheets);
Experience working with ITSM or ticketing tools (e.g. Zendesk);
JIRA or ASANA knowledge is a plus;
Basic project management Knowledge/Training is a plus;
Experience working with quality management / continual improvement is a plus;
Knowledge of, or experience with, ITIL - IT Service Management Framework

Salary + Benefits
temporary contract (Maternity Leave)