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1st Line Service Support Analyst


Our opportunity


The Service Analyst will be supporting on the delivery of critical application services to internal stakeholders. He or she will be part of Global IT Application & Support Team and will be the first point of contact for different Business Units in terms of operations for applications under his/her scope. He/she will manage the supplier to ensure the Business Unit receives the service agreed.


Your role


This is the content of the role that the successful candidate will be accountable for. Provide an overview of the responsibilities, what is expected what will the candidate have to do


As a 1st Line Service Support Analyst your main responsibilities will involve

  • Assist the internal Zurich customers to ensure that the service levels and performance are meet.
  • Rreport and communicate issues to the IT business counterpart, change leads and IT service teams ensuring the quality and tracking of those questions.
  • Provide support to internal tools, first line of support, escalations, training and assist by the root cause analysis for continue improvement of service and end user satisfaction.
  • Ensure compliance with Zurich IT service management governance, standards and security policies.
  • Coordinate that incidents, problems and changes are followed and updated regarding ITIL frame of work.
  • Represent the 1st level support in the Service Integration meetings, in case of major incident, problem and operational changes.
  • Lead service management communications for the business (e.g. incident alerts, change freezes, manuals etc.), as well as escalations.
  • Coordinate topics that require participation of other teams/suppliers.
  • Prepare monthly reports and handle monthly service reviews with the business unit counterparts.
  • Identify service improvement possibilities, and work with required parties for the implementation of proposed improvements.
  • Ensure internal and external providers are compliant with regulatory requirements and provide assistance and support for audits, where applicable.
  • Create the knowledge articles for our knowledge base and maintain it up to date.
  • Work across the organization with stakeholders, IT Service Teams, Change Leads, and Application Specialists to develop and support new and existing products, features, and services.


Your Skills and Experience


As a 1st Line Service Support your skills and qualifications will ideally include:

  • Bachelor's Degree in IT.
  • +3 years experiences working in support/service delivery service experience.
  • Experience in diverse, multi-cultural environments, especially offshore, and dealing with ambiguity and changing/evolving requirements
  • Good communication skills, ability to communicate with both business and technical stakeholders at all levels of an organization
  • Fluent written and spoken English.
  • Processual and Systemic view, as well a certain programming logic.  
  • ITIL Service Management level qualifications are an advantage.
  • Experience in Agile development framework and/or Scrum Master is an advantage.
  • Support the IBM tools OpenPages and Cognos as advantage.
  • And experiences working with Risk Management for insurance or banking it would be also an advantage.


Additional Information


As well as a competitive salary and a yearly bonus we offer benefits package which includes:

  • Option to work remotely within Spain even up to 100% - you choose
  • Flexible working hours
  • Wide range of internal and external trainings
  • Free English, German and Spanish classes depending on the needs
  • Ticket restaurant
  • Life Insurance
  • Pension Plan - after 1 year in the company
  • Referral bonus if you bring other talented people like you
  • Special banking and insurance conditions
  • Exclusive Employees discounts


Primary work location is Barcelona, Poblenou. Please apply with your CV in English.



Who we are


Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.


So be challenged. Be inspired. Help us make a difference.


At Zurich we are an equal opportunity employer.  We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.



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