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Job Summary: We are looking for an analytical and practical professional to optimize services, listen to users and teams, and improve support processes. Key Highlights: 1. Continuous improvement of processes and services. 2. Bridge role between teams and users. 3. Stable project with impact on service quality. We seek someone who enjoys understanding how a service works, listening to users and teams, and connecting the dots with sound judgment—someone with an analytical yet highly practical mindset, capable of identifying what does not fit within the support model and proposing better ways to do it. **What do we require?** * Degree: **Bachelor's, Engineer, or Master's University Degree** (Law is especially valued), **officially recognized in Spain**, in the case of degrees obtained abroad. Experience: * Working with dashboards or ITSM tools. * Using and providing functional advisory support for complex corporate applications in the public sector. * Supporting users and professionals: incidents, inquiries, complaints, and requests. **What will your day-to-day look like?** * Defining how CAU services and processes should operate so that everyone knows what to do, when, and how. * Monitoring dashboards (CCMM, KPIs, SLAs) to identify bottlenecks, deviations, and real opportunities for improvement. * Acting as a bridge between CAU, the service management office, technical teams, and product teams—speaking everyone’s language. * Analyzing incidents and complaints to understand root causes and prevent recurrence. * Organizing knowledge: manuals, guides, FAQs, and knowledge base—ensuring information is accessible and always up to date. * Proposing functional training when clear patterns of doubts or errors emerge among specific user groups. This is a role for someone who thrives on improving how things are done—caring equally about data and the people behind it. And **what do we offer?** * A stable, visible project with direct impact on the quality of a major user support service. * Permanent contract, full-time schedule, hybrid/remote working model, and flexible hours designed for genuine work-life balance. * English classes, support for certifications (e.g., ITIL), and a guided career plan—including regular reviews and clear objectives. * Private health insurance with no co-payments, competitive salary with annual review, and free Christmas Eve and New Year’s Eve—so you can spend them with whomever you choose.
