Monitoring Analyst

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🕒 4 days ago

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JCDecaux

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1964

📱 Media

☁️ SaaS

💰 Post-IPO Debt on 2018-11

Advertising • Media • SaaS

JCDecaux is the number one outdoor advertising company in the world, dedicated to providing innovative out-of-home advertising solutions. They offer a range of media platforms, including billboards, street furniture, and airport advertising, to help brands amplify their messaging. JCDecaux focuses on sustainable development and creating socially impactful programs that meet civic needs while generating revenue. With a commitment to quality and design, JCDecaux continues to lead the outdoor advertising industry.

📋 Description

• Will work as Level 1 support with an emphasis on data analysis; • Will be the first point of contact for incidents and requests via support channels: chat, phone, and tickets; • Will register, categorize and document all tickets in our ticketing system; • Will resolve basic issues via remote access on Linux systems; • Will perform troubleshooting with field technicians based on our technical documentation; • Data extraction and cleansing: extract raw data from the ticketing tool to monitor area KPIs (Response Time, SLA, tickets by category, etc.); • Dashboard creation: develop and maintain visual dashboards (in Power BI, Looker Studio or Excel) for leadership to monitor the operation status; • Root cause analysis: analyze ticket history to identify trends and recurring issues (e.g., "We observed a 40% increase in frozen NUC reports after the last update"); • Automation and processes: propose improvements to the support workflow based on the analyzed data, helping to foster a preventive culture.

🎯 Requirements

• Previous experience in user support, IT technical support or NOC. • Intermediate knowledge of Excel / Google Sheets (VLOOKUP/XLOOKUP, pivot tables and charts). • Practical experience with a BI tool (preferably Power BI or Data Studio/Looker Studio). • Basic SQL knowledge for data queries (SELECT, WHERE, GROUP BY). • Understanding of ITIL concepts (focus on Incident and Problem Management). • Basic Python knowledge (Pandas) for data manipulation. • Experience extracting data via APIs from helpdesk tools. • Technical or bachelor’s degree in progress/completed in IT, Systems Analysis, Data Science, Engineering or related fields. • Experience in user support and/or technical support.

🏖️ Benefits

• Medical and Dental Care: Comprehensive plans to support your health and well-being • Life Insurance: Financial protection for you and your family • Meal Allowance: Flexible support for your daily meals • Transportation Allowance: Help with your commute • Private Pension Plan: Support to plan your financial future • Fresh Fruit at Breakfast: Start the day with energy and healthy options available at our sites • Birthday Off: Take a half day on your birthday to enjoy your day • Health Program 360: Activities and initiatives for your physical and mental well-being • Sesc: Access to leisure centers to take care of body and mind • Weekly Raffle: Participate and win tickets to shows, theaters, restaurants and more • Benefits Club: Exclusive discounts with educational institutions and partner services such as English Live, FGV, Mackenzie, Uninove, Cultura Inglesa and others • GoFluent: Language platform offering 100% free online lessons in over 12 languages • Extended Maternity and Paternity Leave: More time to enjoy this moment with your family • Special Occasions Celebrations: Celebrate with us on special dates • Total Pass: Enjoy access to a wide network of gyms and more.