Service Operation Analyst

CONTEXT NeoXam Service Center is looking for a highly motivated Service Operation Analyst to join the Services Center team. The role focuses on producing client service reporting that provides clear visibility on delivered services and activities, while supporting SLA monitoring, KPI definition, and the continuous improvement of processes, workflows, and service quality. KEY RESPONSIBILITIES Client Service Reporting: Produce accurate, on-time periodical client service reports covering activities (incidents, changes, requests, upgrades, monitoring) and key events, consolidating data from multiple sources (JSM, Claranet, monitoring tools, AWS dashboards). SLA Monitoring & KPI Support: Work closely with Service Delivery Managers to define, implement, and track contractual SLAs and relevant KPIs (internal reporting and client-facing reports); highlight performance risks and anomalies. Reporting Standardization & Automation: Maintain and apply standardized EN/FR reporting templates across all Service Center clients; contribute to the industrialization and automation of reporting (including AI-assisted generation), client dashboards, and financial follow-up. Customer Feedback: Enhance the customer survey process, centralizing and synthesizing results and indicators. Process Improvement & Onboarding (PMO Support): Propose best practices to improve service quality and operational processes; support the onboarding of new clients (action tracking, input coordination, reporting and documentation structuring). Transformation & Security Coordination: Contribute to NeoXam transformation initiatives (ITIL standardization, JSM transformation, ARO integration) and act as the local coordination point with the Hosting Security team in India. QUALIFICATIONS AND SKILLS Bachelors degree or higher, preferably in Finance, Management Information Systems, or Financial Engineering. 5+ years of experience in service delivery management, ITSM, or a PMO role. Good understanding of IT service operations (incident, change, monitoring) and ITSM/ITIL principles. Solid knowledge of SLA and KPI concepts: ability to define, track, and interpret indicators, and to identify relevant KPIs for service monitoring. Experience in reporting and dashboards. Familiarity with ITSM tools (JSM preferred), Jira, ServiceNow. Outstanding communication and interpersonal skills; ability to collaborate effectively with international, cross-cultural teams. Autonomy and initiative. French is a plus. WHY JOIN NEOXAM Joining us means joining a recognized financial software company that develops and integrates software solutions for the banking, finance and insurance sector. Our clients are asset management (buyside) and capital markets (sellside) companies. It also means joining an international group with offices in Paris (our headquarters), Frankfurt, Luxembourg, Zurich, Geneva, Milan, New York, Boston, Hong Kong, Shanghai, Beijing, Singapore, Sydney, Tunis and Cape Town. We are committed to respecting our values of adaptability, reliability and transparency both internally and externally. By joining the NeoXam adventure, you will be part of a truly growing company project and the proactive, agile spirit, expertise, conviviality and multicultural environment of NeoXam and its employees are our strength.