Customer Operations Analyst

If you are detail-oriented, analytically driven, and passionate about ensuring high-quality IT service delivery, the role of Customer Operation Analyst could be the perfect fit for you. In this role, you will be responsible for supporting the monitoring, analysis, and reporting of IT services to ensure they meet agreed service levels and align with business requirements.

Take a look at your main duties and responsibilities:

Monitor Service Performance

• Tracking and reporting on SLAs, OLAs, and KPIs
• Analyzing data from incidents, requests, and problems
• Creating dashboards and service reports

  Support Incident, Problem & Change Management

• Helping coordinate and track incidents, problems, and changes
• Ensuring tickets are properly logged and resolved on time
• Assisting with root cause analysis for major incidents

Reporting & Documentation

• Preparing regular and on-demand reports
• Keeping documentation up to date (e.g., service catalogues, process flows)
• Supporting audits and compliance checks

 Work with Stakeholders & Vendors

• Communicating with internal teams, customers, and suppliers
• Escalating service risks or issues when needed
• Providing data and insights for service review meetings

What We Expect From You:

• Fluency in English and basic knowledge of French
• Advanced Excel, Power BI, or reporting/analytics tools (desirable)
• A problem-solving mindset with an eye for detail
• Customer-focused with a proactive attitude.

What’s in it for you?

• A hybrid work model that lets you balance in-office and remote work
• Structured training programs to help you develop your skills and grow your career
• The chance to work in a vibrant, international team
• Modern office spaces in the heart of New Belgrade’s business district
• Career advancement opportunities and the potential to convert to a client contract with full benefits

Note: Only shortlisted candidates will be contacted. Best of luck, we can’t wait to meet you! ✨