Customer Experience Analyst

4 weeks ago

Alexandria, United States Persistent Technology, Inc. Full time
Job DescriptionJob Description

Job Title: Customer Experience Analyst (Contingent upon Award)

Company: Persistent Technology Inc.

Location: Remote

About Persistent Technology Inc.: Persistent Technology Inc. is a leading provider of innovative IT solutions, committed to delivering exceptional customer experiences through cutting-edge technologies and comprehensive service offerings. We empower businesses to thrive in the digital age by leveraging our expertise in IT service management and customer experience enhancement.

Job Description: Persistent Technology Inc. is seeking a highly skilled and experienced Customer Experience Analyst to join our dynamic team. The ideal candidate will possess a Bachelor of Science in Business Administration, Computer Science, Information Systems, or a related field, complemented by 7 to 10 years of experience in Customer Experience or Service Management. This role will primarily focus on customer experience, business analysis, and process improvement within IT or service management environments.

Key Responsibilities:

  • Analyze and evaluate customer experience data to identify trends, opportunities, and areas for improvement.
  • Collaborate with cross-functional teams to develop strategies for enhancing customer satisfaction and loyalty.
  • Conduct market research to understand industry trends and best practices in customer experience management.
  • Work closely with ITSM tools such as ServiceNow, including their implementation, customization, and usage.
  • Utilize ITIL principles and methodologies to optimize IT service delivery and support processes.
  • Lead process reengineering initiatives to enhance efficiency and effectiveness across the organization.
  • Develop and maintain documentation related to customer experience processes, procedures, and standards.
  • Provide guidance and support to team members on customer experience best practices and methodologies.
  • Stay updated on emerging technologies and trends in customer experience management.

Qualifications:

  • Bachelor's degree in Business Administration, Computer Science, Information Systems, or related field.
  • 7 to 10 years of experience in Customer Experience or Service Management.
  • Direct experience with ITSM tools such as ServiceNow, including implementation, customization, and usage.
  • Proven track record of analyzing and reengineering business processes to enhance efficiency and effectiveness.
  • Experience in conducting market research to understand industry trends and operational efficiency.
  • ITIL Certification, with ITIL Foundation being nearly essential; advanced levels such as ITIL Expert or Master may be required for senior roles.
  • Desirable certifications include Certified Business Analysis Professional (CBAP), Six Sigma Certification, and Project Management Professional (PMP).
  • ServiceNow certifications such as Certified System Administrator, Certified Implementation Specialist, or Certified Application Developer are advantageous.

Why Join Us:

  • Opportunity to work with cutting-edge technologies and innovative solutions.
  • Collaborative and supportive work environment that encourages professional growth and development.
  • Competitive salary and benefits package.
  • Chance to make a meaningful impact on the customer experience and success of our clients.

Please Note: This position is contingent upon contract award. If awarded, the successful candidate will have the opportunity to join Persistent Technology Inc. in shaping the future of customer experience management. This position is fully remote, allowing you to work from anywhere while contributing to our team's success.

If you are passionate about customer experience and possess the skills and qualifications outlined above, we encourage you to apply for the Customer Experience Analyst position at Persistent Technology Inc. Join us in shaping the future of customer experience management

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