Service Desk Operations Assurance Analyst
Experian · Sofia, Sofia City Province, Bulgaria
What the posting says
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- Full time
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- Hybrid
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Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
Job Description
The Service Desk Operations Assurance Analyst provides operational assurance across Service Desk activities by reviewing quality, monitoring process adherence, assessing controls and analysing service performance.
The role identifies risks, quality issues and improvement opportunities and provides actionable insight that helps maintain a reliable, compliant and high-performing Service Desk.
Working closely with Service Desk teams and leadership, the analyst supports Major Incident reviews, audit and compliance activities, operational reporting and continuous improvement.
You will report to the Assurance Lead.
What you will do:
- Conduct quality assurance reviews across Service Desk activities and provide clear, actionable feedback.
- Monitor adherence to agreed Service Desk processes, policies, standards and operational controls.
- Assess control effectiveness and highlight gaps, risks or areas of non-compliance.
- Support Major Incident Management through post-incident reviews, analysis, action tracking and reporting.
- Analyse operational data and trends to identify recurring issues, risks and opportunities for improvement.
- Maintain accurate operational assurance metrics, dashboards and reporting and support audit and compliance activities
Qualifications
What we're looking for:
- Experience in performing quality assurance, service assurance or operational quality reviews within an IT Service Management, Service Desk or IT Operations environment, including assessment of adherence to agreed processes and standards.
- Experience in analysing service performance, operational trends, incidents and quality data to identify recurring issues, risks and opportunities for improvement, with the ability to produce clear and actionable reporting.
- Practical understanding of ITIL / ITSM processes, particularly Incident, Major Incident, Problem and Change Management, with experience reviewing process adherence, identifying quality gaps and providing constructive feedback.
- ServiceNow or equivalent ITSM platform experience. Root cause analysis and Problem Management experience.
- Major Incident ticket QA or post-incident review experience. Knowledge management quality and review experience.
- Experience producing dashboards or reporting using Excel, Power BI, ServiceNow or similar tools.
Additional Information
What you will get:
Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.
Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.
Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
Opportunity for Flexible working hours and Home Office.
Our uniqueness is that we celebrate yours. Experian's culture is people-first, inclusive, and purpose-driven. It is also multi-award-winning. Having been recognized as one of the World's Best Workplaces™ 2025, it was listed in Fortune's Global Top 25. Additionally, it is a Great Place To Work™ in 26 countries, to name a few. Check out Experian Life on social or explore our Careers Site to understand why.
Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
The posting text is reproduced as the employer wrote it; the index adds nothing to it.