Service Quality & Process Analyst

You have a passion for technology and want to make the world a greener place?Join the forefront of energy transition with E.ON Software Development. As a professional services organization, we collaborate closely with our business units, providing pivotal services that accelerate E.ON's ambitious Digital Transformation strategy.It’s on us to make new energy work!Your Role – meaningful & rewardingIndependently analyse and evaluate service delivery processes and service performance within the Modern Workplace environmentDrive Continuous Improvement Processes (CIP) by identifying improvement opportunities, defining measures, and supporting their implementationAnalyse and evaluate service delivery processes and service performance within the Modern Workplace environmentAssess service quality, process efficiency, and operational effectiveness using structured data and analysisTranslate business and service requirements into clear quality indicators and reporting conceptsContribute to the design and continuous improvement of service quality metrics, performance indicators, and process benchmarksUse ServiceNow as the primary source for service-related data and service performance analysisSupport the preparation of service and management reports, reviews, and steering materialsProvide analytical input for service reviews, provider coordination, and escalation processesIdentify improvement opportunities in service processes, quality models, and service workflowsSupport the ongoing development of the Modern Workplace product from a service quality, process, and CIP perspectiveYour Profile – authentic & open-mindedUniversity degree (e.g. Business Informatics, Computer Science, Business Administration, Industrial Engineering) or comparable qualificationSeveral years of experience in an analytical role within an IT or service delivery environmentGood understanding of IT service delivery processes and operations, service quality measurement and performance analysis, process-oriented service improvementPractical experience with ServiceNow (reporting, data structures; Performance Analytics is an advantage), reporting and analysis tools (e.g. Power BI, Excel, or similar)Experience working in large, complex IT environments and international setupsAbility to structure and communicate analytical findings clearly to different stakeholdersStrong analytical skills, attention to detail, and a structured working approachFull proficiency in EnglishPreferred BackgroundExperience in process analysis, service improvement, or quality-focused initiativesExposure to multi-vendor environments or provider coordinationFamiliarity with shared service or delivery centre modelsOur Benefits – smart & usefulEnjoy flexibility:A stable work environment that offers you the flexibility to have a personal and fulfilling work rhythm.Flexible benefits package – choose what suits you best, from gym memberships to holidays, meals, or shopping vouchers.Recharge your battery:25 vacation days to help you maintain a healthy work-life balance.Private medical insurance to support your well-being.Advance your development:Access to internal learning programs and online learning platforms to grow your skills and career.This is by far not all… We are looking forward to speaking with you about further benefits during the hiring process.