Incident Prevention Analyst - Spanish language

We are seeking a proactive and self-motivated individual to join our team. This role is critical in ensuring consistent and timely delivery of Problem Management best practices across the organization.

As part of a small, dedicated team, you will be responsible for managing the full lifecycle of problems-from identification and root cause analysis to resolution and communication. You will engage with stakeholders at all levels, and must be confident and effective in both written and verbal communication.

Take a look at what your main duties would be:

• Perform trend analysis to identify recurring or systemic problems
• Manage the full problem lifecycle to resolution, collaborating with Subject Matter Experts (SMEs)
• Host Problem Update Boards to inform internal stakeholders about existing problems
• Maintain and coordinate the known error database
• Oversee and manage critical incidents, aiming to reduce recurrence and mitigate impact / risk
• Ensure efficient and effective resolution of all incidents and problems across the business, in line with agreed service levels
• Develop, manage, and deliver service management data and reporting

What we expect from you:

• Fluency in speaking and writing of Spanish and English language
• Proven experience (or strong interest) in IT Service Management, Problem / Incident Management, or a related field
• Ability to perform root cause analysis and trend analytics
• Experience coordinating cross-functional teams / SMEs
• Good MS Office skills (especially Excel and Power Point skills)
• Excellent written and verbal communication skills; able to engage with senior stakeholders up to VP level
• Strong organizational skills, attention to detail, ability to manage multiple problems/incidents in parallel
• Familiarity with service management tools (e.g. a ServiceNow, known error database, ticketing systems) is a plus
• Ability to work in a fast-paced, dynamic environment

What you will get from us:

• Hybrid model of work
• Monday to Friday, 12h to 20h shift
• Opportunity to develop skills through organized training
• Work in a large, international team
• Work in modernly equipped offices located in the heart of the business centre in New Belgrade
• This is a temporary engagement due to maternity leave

If you want to give yourself a try in the new role, apply with your CV in English and join us!

Only shortlisted candidates will be contacted. Good luck!