Service Analyst Resume Sample
Megane Schumm
943 Gusikowski Fords,
Boston,
MA
+1 (555) 849 7932
Work Experience
Senior Service Analyst
10/2015
-
PRESENT
Boston, MA
- Other PO business units re operational and customer service issues to complete work as required
- Build and maintain excellent relationships with the Clients, Client Service Reps, Trade Support and Settlements
- Identify and deliver process improvements and develop cost benefit efficiencies for Clients and Credit Suisse
- Improve the service level offering to the Client by exceeding expectations through a combination of operational support, a pro-active approach to change and excellent client service
- Knowledge or understanding of IT infrastructure
- Strong interest in IT
- Respond to tight deadlines and work under pressure
- Experience of using Ticket Management tools
- Pro-active and motivated to do a good job for the customer
Service Analyst
08/2008
-
07/2015
Chicago, IL
- Investigate new program/revenue generation schemes
- Develop databases and other software tools as required
- Evaluate service-training programs for the department and make recommendations to the Director of Service
- Respond to questions and problems
- Maintain all Service computer tables relating to the service system
- Provide training and mentoring for Service administrative staff to ensure adherence to processes, exceptional customer service and superior quality of services
- Assist in select management tasks and provide backup management support as departmental needs dictate
- Assessment of business impact and urgency to ensure incidents are correctly prioritised
Service Analyst Intern
11/2002
-
02/2008
Houston, TX
- Knowledge about the topology of the customer’s network
- Through coaching and teaching, supports employees development and acquisition of skills and knowledge to become
- Develop, implement and maintain Service information systems and processes
- Provide reports for Service operations, incremental improvements, product quality reporting, departmental performance reporting and others as deemed necessary by the Service management
- Adapt service programs to work within the current Service System(s)
- Promote Service business and programs
- Analyze existing Service Programs for profitability, volume, feasibility and efficiency
Education
Waynesburg University
1998 - 2002
Bachelor's Degree in Computer Science
Professional Skills
- Excellent communication and influencing skills with experience in chairing conference calls or face to face meetings/war rooms with key stakeholders
- Demonstrated ability to use excellent critical thinking and problem solving skills
- Strong technical skills including Word, Excel and report-writing experience
- Some experience of delivering quality monitoring solutions using appropriate systems/tools, communication, delegation and planning skills
- Provide exemplary customer handling skills for maintaining high quality customer experience
- Excellent interpersonal, training, verbal and written communication skills
- Strong PC skills using advanced Excel and Access databases
How to write Service Analyst Resume
Service Analyst role is responsible for interpersonal, microsoft, training, excel, database, advanced, customer, access, organization, analytical.
To write great resume for service analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Analyst Resume
The section contact information is important in your service analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Service Analyst Resume
The section work experience is an essential part of your service analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Analyst resume experience can include:
- Solid analytical, organizational, and problem solving skills
- Strong interpersonal, communication, and problem-solving skills
- Experience prioritizing multiple work streams on a daily basis
- Ensure effective and rapid response to high priority Incidents
- Assist with defining and implementing Shared Services processes and tools into new markets prior to the opening to ensure smooth transition
- Assist in Highlighting potential areas of consolidation leading to cost reduction for the Client, the outcomes manged through the change process
Education on a Service Analyst Resume
Make sure to make education a priority on your service analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Service Analyst Resume
When listing skills on your service analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical service analyst skills:
- Strong interpersonal skills, as well as excellent verbal and written communication skills
- Good call quality and call coaching skills and experience
- Excellent analytical skills with a disciplined approach to problem solving
- Strong scripting skills in Powershell, Python, Bash, Ruby and Perl
- Good skills in Microsoft Office tools, particularly MS Excel
- Strong and well developed communication and interpersonal skills
List of Typical Experience For a Service Analyst Resume
1
Experience For IT Service Analyst Resume
- Strong stakeholder engagement skills, used across IT and the wider business
- Strong interpersonal skills and an ability to interact successfully with stakeholders, wider support team members and business users
- Strong process management and control skills with knowledge of Agile methodology
- +4 years of experience in business analytics/business process optimization focus or equivalent professional experience
- Desktop skills – PowerPoint, Microsoft Project, Word, Excel, Email
- Respond to queries raised effectively and in a timely manner
- Liaise with the EP team to consolidate the required evidence and to support its own requirements
- Working experience with Security tools(Arcsight, RSA, Splunk) and services
- Experience of working with a service desk, helpdesk or ticketing system such as BMC Remedy, or preferably Autotask
2
Experience For Senior Service Analyst Resume
- Claim processing experience, preferably on the Diamond system
- Proven interest in Networking
- Experience troubleshooting hydraulic systems, electrical systems and diesel engines.
- Experience in issue management and troubleshooting
- Previous experience in transactions processing
- Operate in line with LAND / BU and Group policies, processes and procedures including those for Health and Safety and IAMM
3
Experience For Operational Costs & Service Analyst Resume
- Experience working in an outbound call center style environment
- Experience working with clients to track orders/ database/ data entry
- Support agent colleagues by sharing knowledge to improve overall customer experience
- 2 – 5 years’ related experience in a clinical setting
- Experienced in working with Service Desk tools or similar workload management products
4
Experience For Quality Service Analyst Resume
- Experience of working within a large organisation and central IT function
- Development experience using Oracle Application Express
- Hands-on, systems and operational person with strong analytical and problem solving ability
- Experience with unit and regression testing
- Experience in building MI dashboards
- Provide import clearance work, in charge of any import goods or documents beyond spare parts business
- Ensure timely resolution of tickets and follow through tickets to completion to provide best user experience
- Displays effective time management
5
Experience For Product Service Analyst Resume
- Experience with customer service platforms (e.g. Zendesk, JIRA)
- Demonstrates an ability to communicate with both internal and external end-users
- Participate in meetings for EMEA key stakeholders to determine regional priorities, discuss business needs, and identify and escalate issues
- Demonstrates an ability to manage both internal users and external customers
- Experience or interest in end-to-end process establishment and improvement
- Ensures the system is designed so that support teams can operate the new service
6
Experience For Ecomm & Intl Service Analyst Resume
- Undertake enhancements to the supported systems in line with business needs and priorities
- Excellent industry knowledge, able to analyse and recommend suitable solutions considering current and future technology developments
- Work with Service Managers, Product Owners and Domain Architects to create and validate Service Maps for all applications
- Remain calm under pressure and prioritize work in a dynamic environment
- Strong knowledge of new business processing and operations as well as applicable laws and regulations
7
Experience For Consumer Service Analyst Resume
- Procedure code and diagnosis coding experience required
- Experience of the regulatory environment in which Barclays operations
- Extensive knowledge/experience of Data Analysis
- Operate in a dynamic environment of growth and change
- Experience with internal applications, tools and processes in their respective area is an advantage
- Apply negotiation and conflict resolution skill to difficult customer calls
8
Experience For Provider Provisioning Service Analyst Resume
- +4 years of experience in an international/multilingual Direct to Consumer environment
- Analytical experience with MS Excel, or the ability to develop this quickly
- Experience as a business or data analyst, or similar analytical role
- 1 – 3 years’ related experience in a managed care, public health or related field
- Experienced in the production of high quality reports / dashboards or similar
- Experience of Secure+, SFTP and FTPS
- Experience with seamless or automated build scripts used for release management across all environments
- Plan the team's deliveries in order to comply with all audit requirements, and deliver requested audit evidence in a suitable format and within defined period
9
Experience For User Service Analyst Resume
- Experience in a direct customer service role
- Experience with the asset service process
- Search and investigate Caterpillar systems for validated information on known potential product problems, technical inquires, etc
- Diesel engine design or hands on experience
- Catering and meeting planning
10
Experience For IT Project Service Analyst Resume
- Liaising with Mobile Computing Service Centre and Mobile Computing Service Support team in support of laptop related operations
- Managing the Funds Transfer / Clearing / Check Collection / Draft Printing / DDS process
- Collating digital content and processing it in accordance with user requirements, e.g. burning DVDs
- Providing technical expertise in support of IT systems and providing specialist support during new releases
- Creating trouble tickets and managing work order dispatch
- Researching and resolving escalated claim issues
- Working closely with Cyber Security Team to prepare for upcoming infrastructure changes and secure the stability of the process (impact and risk management)
- Shaping the service strategy/process and implementing improvements
- Taking part in development of security infrastructure strategies by providing process expertise and advice
List of Typical Skills For a Service Analyst Resume
1
Skills For IT Service Analyst Resume
- Strong call-handling skills
- Dedicated and service oriented attitude with strong coordination skills
- Excellent verbal and oral communication skills in English
- Demonstrated superior interpersonal skills and the ability to navigate and build relationships in a large organization
- Demonstrated 10-key skills 5,000 keystrokes per hour with 95% accuracy and proficiency with PCs
- Good interpersonal and communications skills.
2
Skills For Senior Service Analyst Resume
- Good human relations and communications skills.
- Excellent computer skills. Proficient in all Microsoft Office applications
- Excellent presentation (verbal and written) communications and facilitation skills
- Highly self motivated with strong interpersonal skills
- Technical expertise and skills, particularly in querying issues, obtaining correct information and attempting to resolve issues before escalation
- Strong experience of building and maintaining relationships with senior stakeholders
3
Skills For Operational Costs & Service Analyst Resume
- An understanding of UNIX and/or Linux basic command lines and light scripting skills is helpful
- Apply theory and technical skills to contribute to solving practical business challenges
- Develop and maintain professional, effective relationships with stakeholders at all levels, and support with the coaching of less experienced colleagues
- Proven research, analytical and problem-solving skill
- Effective planning and prioritization of workload for internal/external stakeholders
- Experience of engaging with multiple stakeholders and prioritise activity accordingly
4
Skills For Quality Service Analyst Resume
- Proven experience in dealing with suppliers, ideally IBM and EMC
- Plans and manages time effectively
- Proficiency in the use of all of Microsoft Office Suite of products (advanced power point skills are an asset)
- Organization and documentation skills to ensure timely follow-up and accurate record keeping
- Mathematical skills: ability to calculate rates using addition, subtraction, multiplication and division
- Able to work effectively in a matrix / virtual team environment
5
Skills For Product Service Analyst Resume
- Knowledge & experience of documenting and mapping processes. Competent at using process mapping tools such as Microsoft Visio
- Experience in setting up cloudwatch based monitoring, alerting and autoscaling
- Experience of working in technology with an understanding of Mainframe and Distributed technology platforms
- Experience of providing services to a broad and demanding customer base
- Experienced in dealing with 3rd party vendors / providers / outsourcing partnes
- Experience of utilising reporting tools to automate manual processes & reduce effort required
- Experience working in design engineering.
6
Skills For Ecomm & Intl Service Analyst Resume
- Experience working with 3rd party service vendors, including web-based applications, a positive
- Experience with Service Now, Netcool or other industry standard monitoring and ticketing tools
- Experience with troubleshooting with Perfmon or other performance monitoring tools
- Demonstrated analytical and problem solving Forward and strategic thinking
- Some understanding of and, ideally, experience in commercial banking
- Proven track record of delivering outstanding service outcomes
- Skill in organizing resources and following procedures
7
Skills For Consumer Service Analyst Resume
- Experience managing incidents with demonstrable understanding of both business and service impact in a global organization
- Work to changing timelines and deliverables and demonstrate the system testing has met the functional and non-functional requirements of the system
- Participate in regular meetings with customers to review service performance and understand ongoing and changing service experience
- Extensive experience of supporting and implementing storage complex changes
- The ability to understand complex issues and articulate those issues to stakeholders, allowing decisions to be made and security to be prioritised
- Experience of Capacity planning processes and procedures
8
Skills For Provider Provisioning Service Analyst Resume
- Experience of stakeholder management, including the ability to interact with senior clients, staff and third party vendors
- Hands-on experience with Windows and an understanding of basic UNIX/Linux commands
- Good understanding of Network Services and the related internet protocols
- Experience in Licence Management and managing assets in a complex IT Support environment
- Experience of following an ITIL process within an IT Service function
- Good understanding of the Internet and general integration knowledge
9
Skills For User Service Analyst Resume
- Accountable for end to end invoice processing, validation and financial reconciliation of service costs
- Experience of working in an ITIL Service Management environment
- Experience of using ITIL processes such as Incident Management, Problem Management, Change Management, Request Fulfilment and Knowledge Management
- Experience working in cross-functional/regional team
- Experience working with Caterpillar Dealers
10
Skills For IT Project Service Analyst Resume
- Experience working in cross-cultural teams, across several locations is an advantage
- Experience in using other open source security tools
- Hands-on experience in Risk management, assessment, mitigation and reporting
- Experienced in Disaster Recovery and Major incident handling
- Experience remotely managing Windows and Windows computer systems
- Excellent technical knowledge on basic networking technologies and topologies
- Experience of working in ITIL environment
- Experience of undertaking root cause analysis and process improvements
- Knowledge and experience of supporting complex IT services, particularly in relation to CMI Services
List of Typical Responsibilities For a Service Analyst Resume
1
Responsibilities For IT Service Analyst Resume
- The Analyst works closely with different internal/external partners such as Global CS Manager, Global CS Platform Solutions Manager, regional CS Managers, Global Contact Centre Outsourcing partner, Global CRM & Analytics teams, Global CX/UX team, Global Brand team and Global IT team
- Provide global Telematics/Product Link Product Support for existing and next gen Tier 2 hardware & backoffice (PL Web/VisionLink) through the use of DSN/Salesforce portals
- Provide global Telematics/Product Link Product Support for existing and next gen hardware & back office (PL Web/VisionLink) through the use of DSN/Salesforce portals, CPI tools, etc.
- Strong collaboration skills, positive spirit and relationship builder who thrives in a fast paced environment
- Effectively communicate with internal or external stake holders and third party field engineers
- At least three years of experience in ITIL; three years in a multinational IT organization managing matrix-type communications over many locations
- Support our strategic supplier in the effective co-coordinating of relevant parties within the major incident process
- Establish and maintain good relations with dealers, engineers, factory quality teams and related Caterpillar department personnel
- Ensure a positive client experience throughout the account transfer process
2
Responsibilities For Senior Service Analyst Resume
- Strong knowledge of service processing and operations as well as applicable laws and regulations
- Demonstrate a positive attitude towards change by words and behaviors
- Establish and maintain good relations with dealers, suppliers and related Caterpillar department personnel
- Good knowledge of company products and product application
- Developing recommendations and reporting, in writing as well as presenting results/solutions to management
- Working with Application Development teams to qualify, test, package and upgrade applications being deployed via Citrix
- Implementing and maintaining service oriented solutions geared towards key vertical markets
- Handling RMU activities (Clearing / Funds Transfer)
- Ensuring that all reporting is done accurately and timely submission
3
Responsibilities For Operational Costs & Service Analyst Resume
- Analysing data to find meaningful patterns and trends that help us improve our offering to customers and our profitability
- Monitoring the impact of new products and services and recommending modifications and changes as required
- Solving problems/decision making
- Monitoring of Issue and Problems across Land and driving them to resolution
- Assisting in patch / release management issues, and upgrades in relation to any re-mapping requirements
- Experiencing using an IT Service Management tool
- Collaborating with architecture, business, development, testing, security and core technology teams to setup and run best in class service operations systems
- Driving the continuous improvement of existing processes and procedures
- Supporting the ongoing development of technology roadmaps
4
Responsibilities For Quality Service Analyst Resume
- Understanding on at least one of the following technologies: IP, Fixed Access, Multicore, Transmission, Radio Access
- Understanding of confidential and professional handling of sensitive customer queries
- Voiding and re-issuing of claim checks
- Identifying opportunities and implementing efficiency improvements within the storage estate to reduce the cost of storage to the business
- Providing technical coaching for analysts within the team
- Conducting the audit at an agreed customer office location
5
Responsibilities For Product Service Analyst Resume
- Recording the results of each audit in hardcopy and / or electronic format at the audit appointment
- Entering the audit details into the Asset Management tool
- Reporting audit discrepancies and the results of audits conducted
- Handling queries and timely response to
- Handling internal customer queries
- Multitasking and able to manage under defined timelines
- Managing performance improvement initiatives
6
Responsibilities For Ecomm & Intl Service Analyst Resume
- Reviewing Sainsbury’s readiness to make the transition from “standard project” to managed application (“service”)
- Confirming when ownership of the solution transfers to D&T Operations
- Confirming with the Product owners that the business has the necessary resources and that it is ready to implement the service
- Delivering the agreed Service Transition role deliverables
- Understanding of Service and Operational Level Agreements as well as key performance Indicators
7
Responsibilities For Consumer Service Analyst Resume
- Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions
- Working within a thin client/virtual desktop environment
- Patching network and telephone cables within computer room patch frames and at the end/desk connection point
- Working with customer support and business teams to gather customer feedback as input to Service Operation Continuous improvement and roadmaps
- Providing innovative, automated solutions to proactively monitor and maintain uptime and performance of the bank systems
- Delivering solutions for application management to ensure availability for business
- Acting as a central point of customer contact
- Posting of claim refunds
- Setting High Standards
8
Responsibilities For Provider Provisioning Service Analyst Resume
- Providing expert input and support for infrastructure and application development projects that require storage
- Acting quickly when recovering service and adopting a thorough and proactive approach to risk management
- Delivering technical support for the CPB CRM system, activities and processes
- Collaborating with internal and external stakeholders involved in the delivery of service for specific areas
- Adjudicating monthly state surcharge payments
- Managing the end to end DBA claim process
9
Responsibilities For User Service Analyst Resume
- Reviewing at risk claims for potential red flags
- Partnering closely with SIU and global cost containment teams
- Assisting with complex claim related issues
- Analysing process indicators to forecast resources needs (e.g. people, hardware, software etc.)
- Taking ownership of queries and general service in your area of specialist knowledge, and keeping the customer at the front of your thinking
- Following the appropriate escalation path where required
- Background of operating in Support Services / Outsourcing industries, ideally with an engineering, training and / or asset management focus
- In banking, client interaction/ servicing or operations, preferably in Transaction Services and/or Corporate Banking
10
Responsibilities For IT Project Service Analyst Resume
- Manage operational costs through improved monitoring and tracking against department and business aligned budget, and ensure billing controls are adhered to
- An understanding of Networking infrastructure and troubleshooting tools
- Responsible for developing and maintaining cluster level billing MI
- Perform day to day administration of the ServiceNow Service Mapping tool, including mapping additional defined Business Services into the tool
- Participate as a SME on special projects and initiatives in requirements gathering, documentation, UAT and training, not exclusively limited to
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