Service Desk Operations Analyst with a focus on Automation - Bilingual (professional and 100% fluent English)

We are seeking an experienced Automation Analyst to lead high-quality Service Desk automation operations within a complex, global IT environment. This role focuses on operational excellence, incident management, and client interaction, with a strong emphasis on Microsoft tools, automation, and AI/ML knowledge to support continuous improvement. The position works closely with internal teams and clients, primarily collaborating with LATAM region clients, but also offering opportunities with a wide range of global clients.

Must Have

• Supervise daily Service Desk automation operations, ensuring timely and effective problem resolution in global user environments.
• Act as the primary point of contact for client escalations, service performance, and operational updates.
• Monitor systems for changes, backups, and incidents; escalate and coordinate resolution with internal development and infrastructure teams.
• Manage incident and problem resolution processes, supporting root cause analysis.
• Collaborate closely with team members in global locations, fostering cooperation without direct team management responsibilities.
• Identify opportunities for integrating automation and AI/ML tools into ticket management, monitoring, and reporting.
• Utilize Microsoft Excel, Loop, and Contract Central for reporting, collaboration, and workflow optimization.
• Participate in service reviews and support client-oriented operational reports and discussions.
• Research, analyze, and build automation requirements with a focus on Service Desk operations.
• Document requirements and work with internal development teams and stakeholders to convert automation opportunities into efficient products.
• Perform multi-level analysis using AI, machine learning, and external vendor technical capabilities within the technology stack.
• University degree or equivalent professional experience.
• 5 to 8 years in Service Desk or IT Operations roles, with customer service environment experience.
• Strong understanding of IT support processes and service management best practices.
• Proficiency in Microsoft Excel, Loop, and Contract Sentral.
• Experience working in global teams (cross-regional collaboration), even without direct leadership responsibilities.
• Strong communication and stakeholder management skills.
• Fluency in Spanish and English.

Good to Have

• Familiarity with AI/ML concepts and their application in service automation.
• Experience with Agile or iterative service improvement models.

Perks & Benefits

• Hybrid work model is supported.
• A collaborative and supportive team environment that values creativity and growth.
• The opportunity to join an expanding team working on exciting, high-impact projects.
• An inclusive and innovative culture where your ideas and contributions truly make a difference.
• Hands-on training opportunities directly with our development and deployment teams.

What success looks like in this role:

Job Description Summary

We are looking for an Automation Analyst with experience to lead high-quality Service Desk automation operations within a complex and global IT environment. This role focuses on operational excellence, incident management, and client interaction, with a strong emphasis on Microsoft tools, automation, and AI/ML knowledge to support continuous improvement. The position works closely with internal teams and clients.

This role will primarily focus on collaborating with clients in the LATAM region, although it will also offer opportunities to work with a wide range of global clients.

Key Responsibilities

• Supervise daily Service Desk automation operations, ensuring timely and effective problem resolution in global user environments.
• Act as the primary point of contact for client escalations, service performance, and operational updates.
• Monitor systems for changes, backups, and incidents; escalate and coordinate resolution with internal development and infrastructure teams.
• Manage incident and problem resolution processes, supporting root cause analysis.
• Collaborate closely with team members in global locations (e.g., USA, India), fostering cooperation without direct team management responsibilities.
• Identify opportunities for integrating automation and AI/ML tools into ticket management, monitoring, and reporting.
• Utilize Microsoft Excel, Loop, and Contract Central for reporting, collaboration, and workflow optimization.
• Participate in service reviews and support client-oriented operational reports and discussions.
• Research, analyze, and build automation requirements with a focus on Service Desk operations.
• Document requirements and work with internal development teams and stakeholders to convert automation opportunities into efficient products.
• Perform multi-level analysis using AI, machine learning, and external vendor technical capabilities within the technology stack.

#LI-SA1

You will be successful in this role if you have:

Job Requirements

• University degree or equivalent professional experience.
• Between 5 and 8 years in Service Desk or IT Operations roles, with experience in customer service environments.
• Solid understanding of IT support processes and service management best practices.
• Proficiency in Microsoft Excel, Loop, and Contract Sentral.
• Familiarity with AI/ML concepts and their application in service automation.
• Experience working in global teams (cross-regional collaboration), even without direct leadership responsibilities.
• Strong communication and stakeholder management skills.
• Experience with Agile or iterative service improvement models.
• Fluency in Spanish and English.

What we offer?

• The hybrid work model is supported.
• A collaborative and supportive team environment that values creativity and growth.
• The opportunity to join an expanding team working on exciting and high-impact projects.
• An inclusive and innovative culture where your ideas and contributions truly make a difference.
• Hands-on training opportunities directly with our development and deployment teams.