IT Service Quality & Data Analyst

Generali Zobrazit všechny práce

  • Praha
  • Trvalý pracovní poměr
  • Plný úvazek
  • Před 3 dny
The candidate will be part of the Global Command Center (GCC) team within the GOSP Infrastructure Operation division, contributing to the continuous improvement of IT Service Management (ITSM) processes. The role includes ownership of defining, monitoring, and optimizing ITSM processes; developing and implementing Business Intelligence solutions for ITSM—particularly with Microsoft Power BI and data integration with ServiceNow; and managing communication and reporting activities towards GOSP C-level leadership.The ideal candidate:General Skills & Approach
  • A proactive, autonomous, and driving approach.
  • Strong problem solving skills and the ability to work independently.
  • Good communication, presentation, and teamwork abilities.
  • Ability to interface with various business stakeholders and to train teams / drive data literacy.
  • Fluent English (minimum B2), fluent Czech is advantage
IT Service Management & Operations
  • Extensive experience in IT Operation Service Management, with knowledge of related ITSM practices.
  • Experience as Major Incident Coordinator and Problem Owner; experience with Crisis Management is a plus.
  • Ability to define fact-based improvements in processes and technologies.
  • Solid understanding of IT systems, network architectures, and operational environments.
Business Intelligence & Data
  • Minimum 3 years of experience in Business Intelligence, focused on Power BI development, data modelling, and governance.
  • Experience with building and managing datasets.
  • Familiarity with ETL logic and processes.
  • Ability to integrate data from multiple systems.
  • Specific knowledge of ServiceNow data structures.
  • Experience with MS Power BI, MS Excel, SQL (proficient), and MS Fabric, Power Automate, Power Apps, Postgres (advanced).
  • Power BI Data Analyst certification is a plus.
Project & Reporting
  • Multiyear project management experience.
  • Strong ability to define and implement reports and dashboards (online/offline), monitor KPIs, and identify improvement actions.
  • Expertise in creating reporting and PowerPoint decks for C-level stakeholders.
Main Responsibilities:ITSM Process Analysis, Design & Reporting
  • Analyze, define, document, and deploy ITSM process rules, procedures, and KPIs (efficacy, efficiency, execution quality).
  • Design and implement reports and dashboards (KPIs, volumes, trends).
  • Build effective presentation decks for GOSP C-level leadership.
Business Intelligence Development
  • Develop, maintain, and administer BI solutions using Power BI and Fabric (Lakehouse, pipelines, governance).
  • Design and implement data warehouses and ETL processes.
  • Create dashboards integrating data from ServiceNow and other sources (SharePoint, Excel, custom tools).
  • Create and maintain technical and design documentation.
Data Analysis & Insights
  • Collaborate with GCC and other GOSP teams to identify key questions that data can answer.
  • Query and analyze large datasets to identify ITSM improvement opportunities and actionable insights.
  • Produce high‑quality reports to support Service Owners in decision-making.
Continuous Improvement
  • Analyze and document data and KPI trends, defining corrective actions and identifying AIOps requirements when relevant.
  • Develop business cases for improvements and initiate related projects.
  • Define, manage, and maintain improvement action plans, coordinating with stakeholders and escalating where needed.
  • Organize review meetings and document action plan status.
Communication & Training
  • Define and maintain the GCC communication plan for updates impacting other stakeholders.
  • Define and deliver internal training and awareness sessions related to ITSM processes, tools, or improvement initiatives.
Benefits We Offer
  • Backing of a strong, established company within the Generali Group
  • Opportunities for career growth and professional development
  • 32 days of paid time off (25 vacation, 5 personal/health, 2 volunteer days)
  • Flexible working hours & hybrid model with up to 4 days of home office per week
  • Cafeteria allowance: CZK 16,000/year
  • Meal allowance: CZK 123.90 per worked day
  • Life insurance included, plus discounts up to 50% on Generali products
  • Access to learning platforms (Speexx, Digiskills, Bookport, Seduo)
  • Sports and lifestyle benefits, partner discounts, cultural events
  • Location: Prague 4 – Brumlovka
  • Start date: As agreed

Generali