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Service Improvement Specialist

City:  Sofia
Job Type:  Regular
Language:  English

Connecting businesses and tech talents in a fast-changing world. This is what describes best the mission of Modis as a global leader in workforce, skilling, and consulting solutions for our partners. As part of the Adecco Group, our brand is present in 20 countries delivering services and solutions in the so-called “Smart Industry” areas and employing 30,000 people.


With more than 15 years of experience in Bulgaria, we deliver IT Service Desk, Data Center and Network Services, End-User Device Support (Desktop & Mobile), Application Development and Support, and BPO Solutions to more than 40 multinational companies. We have grown to 1400 employees in our 3 office locations and now we are looking for more talents to join us in our mission.

Position Highlights



• Assist in developing and implementing process improvements
• Deep dive analysis of data to support service improvement strategy
• Provide consultation on the use of re-engineering techniques to improve process performance
• Identify opportunities for process automation and help drive implementation until final deployment
• Maintain and update all process-related documents for reference purposes
• Assess opportunities for new tools or features and assist in setting requirements and deployment
• Train resources in new process or features
• Assist in designing and deploying metrics
• Work with management to define the short-term and long-term objectives and potential gains.


• Proven experience in IT Service delivery and Service Desk
• Proficient in ticketing systems and tools (ITSM)
• Experience in process analysis and optimization
• Good with data – analytical view and reporting capacity
• ITIL certification would be a plus
• Fluent English

We offer:

• Recognition awards
• Additional health coverage
• Special offers and discounts
• Food and Gift vouchers
• Sport cards
• Competitive remuneration package
• Charity and sport initiatives

Sounds interesting? Connect with us, we are waiting for you.

Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality.

Job Segment: Engineer, Consulting, Service Desk, BPO, Application Developer, Engineering, Technology, Customer Service, Operations

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