Service and Ops Analyst

The ITIL Service Operations & Customer Experience Specialist is responsible for managing end-to-end service delivery processes aligned with ITIL best practices, while ensuring seamless digital customer journeys through CRM, loyalty, and analytics platforms.

This role bridges traditional ITSM operations with modern data-driven customer experience management — leveraging tools like Mixpanel, AIOps, and CRM applications to monitor, analyze, and enhance user engagement and operational performance.

• Manage ITIL-aligned Service Operations processes, including Incident, Problem, Change, and Event Management.
• Collaborate with DataOps, AIOps, and Data Engineering teams to monitor, analyze, and enhance end-user journeys across digital touchpoints.
• Utilize Mixpanel and other analytics tools to proactively track user behavior, identify friction points, and drive continuous improvement.
• understanding of CRM and Loyalty Management Systems
• Implement automation and proactive monitoring mechanisms to minimize incidents and improve service uptime.
• Manage stakeholder communications during major incidents and drive root-cause analysis and post-incident reviews.
• Partner with Product, Data, and CRM teams to ensure customer experience metrics (e.g., engagement rate, churn, retention) are operationally supported.
• Drive continuous improvement and process maturity across Service Operations functions.

• Strong understanding of ITIL v4 or Service Operation processes (Incident, Problem, Change, Event, Release, Knowledge).
• Experience or just knowledge with CRM systems (e.g., Braze, Salesforce, or equivalent) and loyalty management platforms.
• Tool Knowledge (Mixpanel) or other analytics platforms for monitoring user journeys and engagement patterns.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Excellent communication and stakeholder management capabilities.
• Ability to work in a 24x7 operational model and collaborate with global teams.