Chile - Process Analyst

Description

Job Summary: Process Analyst with passion for digital transformation and continuous improvement, focused on optimizing services and processes for customers. Key Highlights: 1. Opportunity to transform and thrive in a digital world 2. Fosters an inclusive and collaborative culture 3. Continuous professional development and well-being as top priorities ***Logicalis values diversity, providing equal opportunities to all qualified individuals regardless of gender, race, sexual orientation, disability, or any other characteristic.*** We are **\#ArchitectsOfChange** At Logicalis, we help thousands of companies transform and thrive in a digital world. We believe technology can change the world and make it a better place to live. That’s why we foster an inclusive and collaborative culture where everyone belongs, grows, and evolves. We are seeking a Process Analyst to join our service management and governance team, where you will have the opportunity to apply your expertise, acquire new competencies, and adopt technological tools to deliver services aligned with our clients’ expectations. **Responsibilities and Duties** Here’s what your day-to-day will look like: * Conduct knowledge base collection, documentation, and administration (Decision Trees, Procedures, Manuals, Operational Catalogs, Service Desk Templates, etc.) for the client. * **Implement necessary activities to build and launch services including help desk, on-site operations, Service Desk, reporting, procedures, and other aspects required for a new client’s operational go-live.** * **Proactively identify, propose, and implement improvement opportunities enabling the client to streamline their processes.** * **Support digital transformation of services, consistently focusing on market dynamics and client needs.** * **Manage all operational aspects related to a specific process: planning, organization, monitoring, and report generation.** * **Perform incident and request analysis, ticket aging analysis, and incident trend analysis.** * **Record and analyze MASSIVE incidents.** * **Analyze first-line closed incidents, misassigned incidents, and resolution times.** * **Generate service reports.** **Requirements and Qualifications** What do you need to fill this position? Educational Level (Mandatory): Engineering: Computer Science, Industrial, Business, Computing, Telecommunications, Management Control, Electrical, Electronics, or related fields. **Higher Technical Degree:** Computer Science, Industrial, Business, Computing, Telecommunications, Management Control, Electrical, Electronics, or related fields. **Minimum 1 year of experience in similar roles.** **Mandatory Competencies and Skills:** * Knowledge and/or experience with service management frameworks such as ITIL or others. * Analytical, structured, and process-oriented mindset. * Proficiency in full MS Office suite, Advanced Excel, Acrobat, Visio, and Project. * Experience using AI tools (ChatGPT, Copilot, Gemini, etc). **Desirable Competencies and Skills** * Ability to manage in a changing environment. * Proactive with sufficient autonomy. * Stress and frustration tolerance. * High performance under pressure. * Data analysis and decision-making relevant to the role. * Optimal and role-appropriate interpersonal skills. * Familiarity with ITSM tools. * Operational models such as B1 (Business Intelligence), processes, and management metrics. * Process design, instructions, and procedures. * Knowledge and experience in information technologies. * Familiarity with problem analysis and resolution techniques and methodologies. * ISO 27\.001 and ISO 31\.000\. * Intermediate English (written and spoken). **Additional Information** Our benefits: **Birthday off**: Take your birthday off to enjoy. **RechargeDays:** 3 additional days off per year to recharge. **Employee Assistance Program**: 24\*7 specialist support for emotional, nutritional, legal, and financial matters. **Training and certifications**. **Access to a network of partner agreements**, including dental, gyms, financial institutions, ISAPRES, among others. ##### **Join our Architects of Change team!** We are over 7\.000 people transforming realities through technology and talent. Here, every contribution counts. We value diversity, collaboration, and continuous learning within a flexible environment that drives your professional development. We work with future-building technologies such as 5G, Data Analytics, IoT, Cloud, and Security. Our journey began in 1997 in the UK and since then, we’ve continued accelerating progress in an ever-evolving digital world—putting innovation, inclusion, and sustainability at the core of our culture. **Why Logicalis?** * Continuous professional development * Diverse, inclusive, and collaborative culture * Open dialogue and teamwork * Well-being and balance as top priorities * Recognition for your work Here, you don’t just build a career—you help build the future. **Come be an Architect of Change!**