Job Description

The System Analyst will focus on service data analysis and the prioritization of client requests and issues, ensuring they are addressed accordingly. This role supports team leaders and senior leadership by providing data-driven insights and ensuring the effective resolution of client-related issues. Additionally, the role offers opportunities to assist with other routines and initiatives and as they arise, allowing you to contribute to the team in various impactful ways.

Primary Job Responsibilities:

• Track key service metrics and address anomalies to mitigate client impact.
• Analyze customer feedback and data from various sources to identify trends and areas for improvement.
• Collaborate with development teams and other stakeholders to ensure client priorities are addressed.
• Work closely with the KC Group Lead, Product Manager, and Support 3.5 Team Lead to prioritize and resolve blockers.
• Provide reports on service performance, including overall throughput, speed, quality, and availability.
• Serve as a contact point for senior leadership and sales on client-related issues.
• Propose and take part in implementing ideas for improving prioritization, operational efficiency, and customer care processes.
• Actively contribute to OKRs brainstorming by providing insights from data and customer feedback.
• Maintain awareness of TuxCare services, including KernelCare, LibCare, and Extended Lifecycle Support (ELS) to understand clients’ problems and needs deeply.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Data Science or a related field.
• 3+ years of experience in system analysis or data analysis.
• Strong analytical and problem-solving skills.
• Ability to effectively manage and prioritize tasks according to importance and urgency and handle a large amount of collaboration in a Agile, remote and async environment.
• A self-starter with a “can-do” attitude, but also a team player willing to go above and beyond standard job responsibilities.
• Strong communication skills, proficient in English for conference calls, messengers and documentation.
• Proactive in continuous learning to fill gaps in domain knowledge.
• Emotionally intelligent with balanced thinking towards client needs and engineering capabilities.

Nice-to-Have

• Previous experience in a SaaS-based product environment.
• Experience working in remote, distributes teams.
• Experience in data analysis, manipulations and visualization tools and techniques.
• Experience in contributing to OKRs brainstorming and strategic decision-making.

We welcome candidates from diverse professional backgrounds for this position, as long as you have previous experience involving system thinking and a strong analytical mindset.

Benefits

What’s in it for you?

• A strong focus on professional development with opportunities for learning and growth.
• Engage in interesting and challenging initiatives that push your technical and analytical skills.
• Regular interaction with senior leadership, providing insights into strategic decision-making.
• Fully remote work with flexible hours, allowing you to schedule your day and work from any location worldwide.
• Paid one-month vacation per year and unlimited sick leave to ensure you maintain a healthy work-life balance.
• Medical insurance reimbursement to support your health needs.
• Co-working and gym/sports reimbursement to encourage a healthy and active lifestyle.
• The opportunity to receive a reward for the most innovative idea that the company can patent, fostering a culture of creativity and innovation.