We are looking for someone who enjoys understanding how a service works, listening to users and teams, and connecting the dots with sound judgment. Someone with an analytical and highly practical mindset, capable of identifying what does not fit within the service delivery model and proposing a better way to do it. **What do we need?** * Degree in **Law, Engineering or Master’s 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 advice on complex corporate applications within the public sector. * Supporting users and professionals: incidents, queries, 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 why they occur and how to 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 enjoys 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. * Indefinite contract, full-time schedule, hybrid/remote working model, and flexible hours designed to truly support work-life balance. * English classes, support for certifications (e.g., ITIL), and a guided career development plan with clear reviews and objectives. * Private health insurance with no co-payments, competitive salary with annual review, and Christmas Eve and New Year’s Eve off—so you can spend them with whomever you choose.