Service Analyst - Workplace Technology

Job Title: Service Analyst – Workplace Technology

Location: UniOps Bangalore

ABOUT UNILEVER:

Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.

Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.

MAIN JOB PURPOSE:

Global Digital & Technology is Unilever’s digital heartbeat, a global function that drives growth across all Business Groups and 1UL markets. It powers the infrastructure that supports operations, streamlines digital processes, and delivers cutting-edge technology and data capabilities.

We as Workplace Technology Team design & create new Products/Services across the vast Workplace footprint. Some of the Products we deliver globally are Meeting Room Technology, Digital Signage, Travel Application (Navan), Visitor & Reservation Mgmt & more. This role of ‘Service Analyst’ will be a crucial role managing day to day business topics across these products. This individual will work on both Operational and Project related areas (see detailed info below). The role will directly report into the Technology Manager – Workplace, Security & Travel.

Responsibilities & Accountabilities

• Daily IPC (Incident / Problem / Change) management. This includes monitoring of the Service Now queue and timely closure of tickets as per agreed KPI/SLA.

• Coordinate for Product releases, upgrades & UAT’s.

• Manage user feedback & grievances. These are usually shared by the user via Service Now tickets, Emails or Teams.

• Coordinate with Internal Resolver teams, Vendors, Suppliers, End-users & key internal stakeholders on various BAU related topics.

• Host the Internal Weekly Service Review calls & External (vendor) governance calls.

• Contribute on Process Improvement Ideas, Knowledge Base Articles & other operational improvement initiatives.

• Managing new and existing demands for the products. This involves tracking demand, solution proposal, technical evaluation, support during installation, coordination with local sites & onboarding into BAU support etc.

• Technology Evaluations across the product line.

• Ensuring the Activation pack & comms material are up to date.

KEY REQUIREMENTS

Skills/ Experience/ Qualifications: 

• IT Support experience in a large organisation with complex technologies. Specifically experience in Incident/ Problem / Change Management is a MUST.

• Experience in Project Management role/assignment.

• IT Service Delivery & Operations experience.

• Experience working in a global, multi-vendor environment.

• Experience in delivering end user focused solutions.

Key Skills 

• Expertise in Microsoft Teams Rooms, Digital Signage & other Technology platforms related to workplace technology. Microsoft Teams Room certification is a great addition to this role.

• ITIL V4 foundation or above certification is desirable.

• Excellent communication and problem-solving skills with the ability to grasp issues quickly and provide solutions.

• Exposure to methods and techniques of Operations, ITSM & Project Management.

• Experience in analytical thinking. Should quickly understand the problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts.

Capabilities & Experience

• Excellent communication skills & exposure to working with Global teams.

• Highly focused on service and customer experience.

• Awareness to existing technology offerings with the same space and beyond. This is needed to help challenge/enhance the status quo.

• Ability and drive to work independently. Use own judgement, take initiative, make decisions and refer to management where appropriate.

• Excellent & proven detailed analytical competencies.

• Financial awareness & cost saving consciousness.

• Proficient in Microsoft Office suite, including Excel, Word and Outlook.

• Strong interpersonal skills with global mindset and recognition of different cultures.

• Understanding of Service Level Requirements and Service Level Agreements.

• Experience in providing communications support and producing training materials.

• Ability to build strong and effective working relationships across different teams (internal & external).

• Strong commitment to quality assurance processes to maintain the highest levels of operational service.

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