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  2. Service Operations Analyst

Service Operations Analyst

We’re looking for talented and motivated Service Operations Analysts to join our team at Creditinfo Prague. In this role, you’ll play a crucial part in improving and delivering exceptional service quality for our clients across over 30 countries globally. You’ll work closely with the Customer Operations Manager, driving continuous service improvement through data and process analytics, process automation and AI implementation. Additionally, we’ll count on you to maintain processes and work instructions for the Customer Support team, analyze and report on data inputs, and professionally communicate Customer Support needs between our internal teams and clients.
Contract Type: Full time, Permanent
Based in: Prague

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Key Responsibilities

Analytics and reporting

  • Analyze and report on service operations data, such as service quality, SLA compliance, resource utilization and other metrics.
  • Demonstrate a strong understanding of Customer Support metric correlations to produce insightful regular and ad-hoc reports.
  • Closely collaborate with L1 Service Desk and L2 Application Support teams.

Customer Experience & Process Excellence:

  • Develop and maintain documentation about processes, work instructions, FAQs, knowledge bases
  • Administer processes related to Access Management.
  • Administer processes related to License Management.
  • Serve as the primary liaison for communicating Customer Support requirements, both from internal stakeholders to clients and from clients to internal teams.
  • Engage in continuous learning.

Requirements

  • Good knowledge of IT Operations Management.
  • Strong understanding of ITIL or similar service management frameworks.
  • Proficiency in documenting business processes and writing clear, concise instructions.
  • Analytical mindset with strong problem-solving skills and attention to detail.
  • Proven experience constructing and presenting data reports, ideally in PowerBI.
  • Experience with ticketing systems (e.g., Azure DevOps, CRM Dynamics) and support automation tools.
  • Excellent communication skills.
  • Proactive in acquiring new knowledge and skills to meet evolving demands.

Nice To Have

  • Experience in automations of processes in Customer Support area.
  • Experience with implementation of AI for enhanced support efficiency.

Why Join Us?

  • You’ll be part of a mission-driven team working on projects that really matter
  • You’ll learn a lot — and fast — from some of the best in the industry
  • You’ll get the chance to travel to places you probably haven’t had on your list yet
  • You’ll work in an open and friendly company where your ideas count
  • You’ll have the opportunity to see the real-world impact of your work

Think We Are The Perfect Match? Get In Touch

If this sounds like your kind of challenge, we’d love to hear from you. Apply now and let’s talk.

Apply Now

Creditinfo provides intelligent information, software, and analytic solutions to manage risk and facilitate access to finance. Specializing in emerging markets around the world, we are the most widespread global partner in the provision of credit bureau data and credit risk analytics within our industry.

Our Prague office has a relaxed and friendly atmosphere, underwritten by our company values of Respect, Innovation & No Nonsense.