Technical & Business Operations Specialist

Job ID: 195658

Required Travel : Up to 25%

Managerial - No

Location: :Israel- SHDEROT (Amdocs Site)

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our approximately 30,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.89 billion in fiscal 2023.

In one sentence

We are looking for an experienced IT professional to establish and lead the IT Support Headquarters function.

As the IT Support Headquarters Lead, you will play a key role in transforming data into actionable insights, helping IT support make informed decisions that improve service desk performance, optimize workflows, and enhance the end-user experience. Using smart tools for controls and observations, monitor trends, identify operational inefficiencies, proactively address IT support challenges and consolidate cross organization projects.

The ideal candidate is someone who thrives in a fast-paced IT environment, has a strong analytical mindset, and is passionate about using data, AI, and automation to improve IT support functions.

What will your job look like?

• Data Analytics & KPI Management:
• Collect, analyze, and interpret IT support data to improve decision-making.
• Define, track, and report on operational key performance indicators
• Develop dashboards and reports using Power BI, Tableau, or similar tools to provide leadership with clear visibility into performance trends.
• Use data insights to identify bottlenecks, recurring issues, and areas for improvement.
  
  

• Identify inefficiencies in IT support workflows and propose data-backed process improvements.
• Leverage automation and AI to optimize ticket handling, self-service solutions, and proactive issue resolution.
• Support IT teams in standardizing support processes based on ITIL best practices.
  
  

• Support the implementation of AI-driven analytics to predict and prevent IT issues.
• Work on Gen AI-powered knowledge management, helping improve self-service capabilities.
• Assist in integrating AI chatbots and virtual assistants to enhance IT support efficiency.
  
  

• Lead IT support projects, ensuring they align with business objectives.
• Advancing implementation of new tools, automation initiatives, and AI-driven solutions.
• Work with global teams to drive data-backed changes and technology adoption.
  
  

• 3-5 years of experience in IT service management, data analytics, or a related field.
• Strong knowledge of data analysis and visualization tools (Power BI, Tableau, Excel, or similar).
• Experience with ITSM platforms (e.g., ServiceNow, Jira, Remedy).
• Understanding of ITIL best practices (ITIL certification is a plus).
• Experience in data-driven decision-making within IT support operations.
• Strong analytical and problem-solving skills.
• Good communication and collaboration skills, with the ability to present data insights effectively
  
  

• Experience in AI-driven IT support solutions (chatbots, self-service tools, automation).
• Familiarity with scripting or automation tools (Power Automate, Python, RPA).
• Background in project coordination and change management.
  
  

• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development