We are seeking a detail-oriented and analytical Service Performance Analyst to monitor, evaluate, and improve the performance of our services and operations. The ideal candidate will use data-driven insights to identify trends, highlight areas for improvement, and support strategic decision-making to enhance service delivery and customer satisfaction.

Responsibilities

•  Performance Monitoring: Track and analyze service performance metrics (e.g., SLAs, KPIs, response times, resolution rates)
•  Reporting & Insights: Prepare regular and ad-hoc reports on service performance, highlighting trends, issues, and opportunities for improvement
•  Root Cause Analysis: Investigate service failures and performance bottlenecks to identify root causes and recommend corrective actions
•  Process Improvement: Work with cross-functional teams to develop and implement initiatives aimed at improving service efficiency and quality
•  Stakeholder Collaboration: Act as a liaison between operational teams, management, and IT to ensure alignment on service performance goals
•  Dashboard Development: Design and maintain dashboards and tools to visualize key performance indicators and metrics
•  Compliance & Quality Assurance: Ensure services meet regulatory and quality standards and internal compliance requirements

• Bachelor’s degree in Business, IT, Data Analytics, or related fields
• Minimum of 2 years in service performance analysis, business intelligence, or related roles
• Strong analytical, organizational, and problem-solving capabilities
• Expertise in data analysis tools like Excel, Power BI, Tableau, and SQL
• Excellent written and verbal communication abilities
• Familiarity with ITIL or service management frameworks is advantageous
• Strong organizational and time management skills

• Opportunity to represent the global leader in robotic wind turbine maintenance and inspection services, working in a supportive and developing work environment and culture
• A modern and comfortable office location at Katlakalna iela 11E, Riga
• Well-equipped kitchen with healthy snacks
• Friendly and knowledgeable colleagues, as well as team events
• Health insurance after the probationary period and additional funding for the purchase of glasses
• Necessary equipment for the job
• Birthday gifts
• Paid study leave
• An additional 3 days of leave per year, which can be taken as needed
• Gifts and additional funding for special occasions (marriage, birth of a child)
• Salary ranging from EUR 3000 to EUR 5000 per month before taxes