Automation Analyst

About the Role

We are looking for a proactive Analyst to join our Managed Services team. This role is ideal for someone who enjoys client interaction, problem-solving, and working with modern automation and cloud technologies. You will play a key role in supporting our clients by managing service tickets, ensuring timely resolution within SLAs, and building strong stakeholder relationships.

Key Responsibilities

Service Ticket Management:

• Monitor and respond to client tickets in ServiceNow promptly and within agreed SLAs.
• Provide clear, professional updates and resolutions to clients via email and ticketing systems.

Client Engagement:

• Build rapport with client stakeholders through effective communication and regular updates.
• Conduct and participate in client-facing meetings to discuss ticket status, issues, and improvements.

Reporting & Metrics:

• Prepare and deliver reports on ticket...