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NTT Data&nbsp;Greece is looking for a&nbsp;Business Analyst&nbsp;in Athens to work with our clients in the&nbsp;European public sector.You will be supporting a high-impact project with the European Commission, to advise and assist both the Commission and EU Member States in ensuring the effective operation, deployment, and continuous improvement. The position places a strong focus on service monitoring, performance reporting, and data-driven business analysis. As the designated subject matter expert for specific applications, you will offer strategic and operational guidance across both business and technical areas, becoming a trusted advisor to stakeholders and playing a critical role in daily operations.Your role:<ul><li>Support the monitoring of IT services for availability, performance, and anomalies.</li><li>Assist with incident detection, classification, and follow-up using ITIL-aligned processes.</li><li>Participate in the preparation of service performance and availability reports.</li><li>Contribute to on-demand data analysis and quality checks of service operations.</li><li>Help monitor KPIs and service levels, identifying trends and improvement opportunities.</li><li>Assist in coordinating testing activities for national and EU-wide customs applications.</li><li>Collaborate with stakeholders from EU Member States and internal teams.</li><li>Document support procedures, incident logs, and test results.</li><li>Participate in meetings and workshops as a supporting consultant.</li><li>Continuously learn and build knowledge in the domain of the client's IT systems.</li></ul>Why NTT DATA?We value a collaborative and supportive environment, celebrating curiosity and engagementWe are committed to supporting the physical, financial and emotional well-being our of employeesCareer development. Training path and access to learning opportunities, yearly performance reviews and a mentorship programWe believe in work-life balance and flexibility. Wear casual clothing, decide your working hours and enjoy our hybrid working modelTalent Friends. Refer a friend and receive a bonus when they joinWe care about youHealth &amp; well-being. Focus on your mental health with access to a platform with certified psychologists &amp; mental health workshops. Take a break with one of our online fitness and well-being sessionsDiversity &amp; inclusion. We are committed to equal employment opportunities regardless of gender, gender expression and identity, sexual orientation, religion, culture, origin, disability, age, or other personal and social characteristics. #WeAreAllUnique #YouMakeUsUniquePlease let us know if you require us to accommodate any accessibility needs during the recruitment process.Benefits at NTT DATA GreeceHealth insurance for the employee and one dependent family member (100% paid by NTT DATA)Meal vouchers of 120€ per month (x12)Corporate mobile phone: subscription &amp; deviceTeleworking equipment allowanceUdemy AccountAccess to Open Up mental health service&nbsp;28 days of paid annual leave consisting of your legal holidays and compensation daysYour profile:<ul><li>Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.</li><li>2–5 years of experience in business analysis or IT service operations, preferably within EU Customs and/or Taxation or related business processes.</li><li>Basic understanding of incident and problem management processes (ITIL familiarity is a plus).</li><li>Exposure to service reporting, performance metrics or dashboards.</li><li>Comfortable with tools like Excel, Word, PowerPoint, Outlook.</li><li>Some knowledge of web technologies such as XML, JSON, or APIs is a plus.</li><li>Strong interest in working in an EU policy or public administration environment.</li><li>Excellent written and spoken English.</li></ul>Nice to have:<ul><li>Familiarity with public sector IT systems.</li><li>Awareness of ITIL concepts or certification (Foundation level is a plus).</li><li>Knowledge of any additional EU language.</li><li>Exposure to automated testing or monitoring tools.</li><li>Experience working in a multicultural or international setting.</li></ul>

Business Analyst

We’re looking for an experienced, execution-driven Operations Excellence Director to own the end-to-end excellence agenda for Service Operations. You will set the multi-year roadmap and lead cross-functional execution across cost &amp; policy governance (refunds/compensation), fraud strategy, process and automation, experience analytics, data infrastructure &amp; insights, and workforce/BPO partnership strategy—improving customer/vendor/rider experience while protecting unit economics and reducing operational risk.What you’ll be doing Business Processes &amp; Automations<ul><li>Own Service Ops process excellence: end-to-end SOPs, escalation frameworks, quality loops, and process documentation standards.</li><li>Manage the tools, systems, and integrations used by Service Ops, ensuring they are effective, scalable, and reliable.</li><li>Own Help Center flows and self-serve process optimization in partnership with Product/UX/Content.</li><li>Lead automation initiatives (workflow, routing, templates/macros, AI/assist tooling where relevant) with clear ROI.</li></ul>Experience Analytics<ul><li>Lead analysis of user, vendor, and rider experience, identifying pain points and translating insights into prioritized initiatives.</li><li>Drive cross-functional programs (Ops, Product, Commercial, CX, Logistics) to improve experience and reduce contacts.</li><li>Build a clear voice-of-customer / voice-of-operations mechanism (themes, root causes, decision logs).</li></ul>Fraud Management<ul><li>Own and continuously optimize compensation and refund policies, including governance, thresholds, approvals, and auditability.</li><li>Manage the Service Ops P&amp;L levers linked to refunds/compensation (e.g., incidence reduction, partner chargebacks/recoveries, adherence gaps).</li><li>Define and execute the fraud strategy: detect, prevent, investigate, and close policy/tool gaps that enable abuse.</li><li>Partner closely with Legal, Risk, Finance, Product, and Ops to ensure policies are fair, compliant, and economically sound.</li></ul>Service Operations Data &amp; Analytics<ul><li>Own the Service Ops data infrastructure and reporting layer: dashboards, pipelines, metric definitions, and business logic governance.</li><li>Ensure data is trusted and usable (single source of truth, consistent KPIs, strong QA and documentation).</li><li>Provide insights and decision support for Service Ops leadership, including forecasting inputs, efficiency deep-dives, and performance narratives.</li></ul>Workforce &amp; BPO Partnerships Strategy<ul><li>Own the in-house vs BPO split strategy and the operating model behind it.</li><li>Lead BPO vendor performance management, contract renewals, pricing negotiations, onboarding of new vendors (incl. procurement process), and regular BPO business reviews.</li><li>Ensure BPOs operate as a seamless extension of in-house teams (SOPs, quality standards, coaching, governance, escalation, knowledge management).</li></ul>Leadership &amp; people management<ul><li>Lead multiple teams through managers, building a high-performing culture with strong accountability.</li><li>Set clear priorities, operating rhythms (QBRs/MBRs), and performance standards across all sub-pillars.</li><li>Develop talent: succession planning, capability building (analytics, process excellence, vendor management, fraud/risk), and strong stakeholder presence.</li></ul> What you need to be successful <ul><li>10+ years in Operations Excellence / Service Operations / Process Excellence / Strategy &amp; Ops (high-volume environments preferred).</li><li>Proven ownership of cost levers: refunds/compensation governance, leakage reduction, productivity, savings delivery.</li><li>Strong process excellence toolkit: SOP governance, process redesign, continuous improvement methods.</li><li>Tooling &amp; automation: systems ownership, integrations, Help Center/self-serve optimization.</li><li>Data &amp; analytics fluency: KPI design, dashboard requirements, metric governance, data quality.</li><li>BPO/vendor management: pricing/commercials, SLAs, QBRs, onboarding, negotiations.</li><li>Strong Microsoft Office skills (Excel, PowerPoint, Outlook).</li><li>Exceptional communication (written, verbal, presentations).</li><li>Strategic prioritization and structured problem-solving; strong judgment and ownership.</li><li>Senior stakeholder influence and cross-functional leadership.</li><li>People leadership: coaching, accountability, talent development.</li><li>Comfort with ambiguity and fast-paced, scaling environments; collaborative and hands-on.</li></ul>Nice to have<ul><li>Project Management certification, such as Prince PMI 2.</li><li>Fraud/risk program exposure in a digital marketplace environment.</li><li>Experience with Help Center / self-serve strategy and contact-deflection programs.</li><li>Familiarity with modern CX tooling ecosystems (CRM/ticketing, QA, knowledge base, workforce tools, BI stack).</li></ul>

Operations Excellence Director

Supports the planning and implementation of all resort systems, ensures that all systems running within the hotel are maintained to a level that delivers the most efficient services for our customers and that they are in compliance with One&amp;Only Resorts standards of operation. Provides support to the users of Information systems through direct interaction and through the identification and coordination of ongoing training needs.&nbsp;Key duties and responsibilities&nbsp;<ul><li>Support systems management procedures and practices to ensure the optimal operating effectiveness and integrity of data.</li><li>Manages and motivate any subordinate staff to achieve high levels of job satisfaction and productivity.</li><li>Maintains communications and information exchange between hotel and area staff to ensure optimum sharing of direction and solutions.</li><li>Support the information system function within the resorts using appropriate systems management procedures and practices to ensure the operating effectiveness and integrity of data.</li><li>Fulfill 7*24 hours on call duties as required.</li><li>Assists with all aspects of implementing new and innovative business concepts.</li><li>Provides guidance to all computer users for all types of program, to enable them to perform their duties smoothly.</li><li>Manages the resort in the entire network maintenance, this includes administration and documentation of computer networks, telephones and cable TV networks.</li><li>Helps the resort in system automation, configuration and maintenance of LAN applications, including implementation, coordination, control, usage monitoring, security, troubleshooting, training and development of specialized processors.</li><li>Controls day-to-day operation of the IT Department.</li><li>Responsible for overall administration of staff personal computers within the enterprise, ensures compatibility and integration with the enterprise’s strategies.</li><li>Evaluates, selects and implements new products or services, comprehensive systems analysis and progressive support methodologies for all LAN application.</li><li>Is creative, positive and delivers new ideas for constant improvement of IT Department.</li><li>Coordinates with implementation of all the application software.</li><li>Stays updated with developments in the field of Information Technology.</li><li>Responsible for daily backup and restoring of data.</li><li>Support &amp; Maintenance of I.T. infrastructure including telecommunications.</li><li>Implement technology-related processes, systems and telecommunications.</li><li>Installation of software/hardware upgrades in compliance with the Resorts corporate policies &amp; legal requirements.</li><li>Provide Systems administration.</li><li>To maintain the call log database, an up-to-date state; Including categorizing and assigning calls to relevant staff, according to work load, skill set and priority.</li><li>Ensure any routine / preventative maintenance is carried out on the servers and other computers and is logged accordingly; Perform hardware/software upgrades where necessary, both configuring and installing new and upgraded PC hardware, software and peripherals. Maintaining the integrity of the systems and network, including, but not exclusively the servers, infrastructure and 3rd party support contracts/ relationships.</li><li>Should take steps to analyze the possibility of streamlining the parameters of Windows 2003 Domain Controller to re-align them with the recommended values to complement controls at the user authentication level.</li><li>Periodically review the virus reports generated from the virus management system in order to identify threat patterns and deduce possible threats to the network.</li><li>Should consider inducting all Resort staff into an enterprise-wide security awareness training program. The training program should include the Company’s intended methods to communicate existing and emerging security issues and the key aspects of the security policies and procedures in place within the Company.</li><li>Responsible for using licensed software for all users with in the network. This should also be helpful for further security developments, version controls, and remote configurations.</li><li>Following up and coordinates with supplier/vendor for releasing of existing CAPEX.</li><li>Support and coordinate with outside software developers to develop internal operational software.</li><li>Maintains high spirit among the IT Department staff, as well as other resorts staff.</li><li>Contributes to the moral and team spirit of the resorts, by maintaining effective relationships with resort colleagues.</li><li>Perform any additional duties and/or special projects as requested by Director of Finance.</li></ul>&nbsp;Skills, experience &amp; educational requirements&nbsp;&nbsp;<ul><li>Degree or Diploma in Networks Engineering or similar, a Cisco Certification (CCNA, CCNP) and a MCP/MCSE Foundation Certificate would be added advantage.</li><li>Minimum of 2 to 4 years working experience as an IT Manager professional including networks, Opera PMS /Micros 9700 POS system to medium to large organisations and operating multiple complex IT software systems.</li><li>Possess excellent communication and time management skills, have strong attention to details and quality of work. You will be able to work under pressure and towards deadlines, be able to work as part of a team, and be a self-motivated and approachable and friendly person.</li></ul>

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