Business Analyst

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog reduction
• Identify recurring incidents, trends, and systemic issues requiring Problem Management
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track ITIL-aligned process adherence and document gaps, exceptions, risks, and recommended improvements
• Develop and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

Service Management Analyst

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver accurate, timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track ITIL-aligned process adherence and document gaps, exceptions, risks, and recommended improvements
• Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management activities, including coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
• Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management activities by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
• Create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

• Analyze complex customer feedback and large data sets to identify root causes of dissatisfaction and improvement opportunities
• Own and lead the Net Promoter Score (NPS) program across touchpoints and regions
• Manage NPS survey design, deployment, analysis, reporting and customer follow-up globally
• Deliver strategic recommendations and requirements to stakeholders at all levels
• Shape initiatives that improve customer satisfaction and loyalty
• Secure cross-functional accountability and prioritized action to address customer pain points
• Build and maintain dashboards and reporting frameworks
• Collaborate with Product, Support, Sales and Marketing teams
• Train and educate the organization on the NPS lifecycle and the importance of customer satisfaction and loyalty

Business Analyst jobs in Ukraine

Service Management Analyst

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