Service Team Analyst

Service Team Analyst

Permanent

Monday to Friday 11am-7pm

Remote

As a Service Team Analyst within our Relocation Accounting team, you'll play a key role in supporting global operations by managing inquiries related to expense reimbursements. This position ensures timely, accurate, and customer-focused solutions while fostering collaboration across departments.

Key Responsibilities

• Serve as the primary contact for inquiries from Global Operations regarding relocation expense reimbursements.
• Act as a liaison between Global Operations, Relocation Accounting, and Payroll teams to resolve issues efficiently.
• Manage and resolve service tickets using ServiceNow and other internal systems.
• Communicate relocation accounting procedures clearly to internal stakeholders.
• Support special projects and process improvements as needed.
• Investigate issues raised by consultants relating to relocation expenses.
• Liaise between:
  • Consultants
  • Relocation Accounting Analysts
  • Payroll and internal teams
• Work with accounting analysts to resolve issues on behalf of consultants.
• Manage and resolve 17-18 service tickets daily.

Systems & Tools

• ServiceNow used as the primary ticketing system.
• Tickets assigned daily and worked through independently.
• Take calls from consultants and analysts as part of issue resolution.
• Experience with any ticketing system (e.g. ServiceNow, Zendesk) is highly beneficial.

Ways of Working

• Fast-paced and service-led environment.
• Strong multitasking, organisation, and prioritisation skills required.
• Research-focused role:
  • Expected to investigate issues independently.
  • Cannot rely on the manager for every query.
  • Use internal knowledge bases and guidance ("look here, here, and here").

Who You Are:

• A strong communicator who builds positive relationships across teams.

• Detail-oriented with excellent problem-solving and analytical skills.

• Highly organized, adaptable, and able to manage multiple priorities.

• Collaborative and proactive, with a focus on delivering exceptional service.

Experience You Need:

• Proven experience in customer service; relocation or mobility experience is a plus.

• Strong planning, organizational, and process management skills.

• Ability to work independently and as part of a team in a fast-paced environment.

• Familiarity with ServiceNow or similar ticketing systems (preferred).

• Knowledge of relocation accounting processes (preferred).