Senior Planning Analyst managing B2B cost management, financial projections, and insights essential for decision - making. Collaborating across functions and ensuring financial accountability within the team.
About the role
- Quality Analyst supporting the implementation of IT management systems at SONDA. Mapping processes and analyzing performance indicators in a hybrid work environment.
Responsibilities
- Support the implementation and maintenance of the Integrated Management System (IMS), covering internal standards and policies (e.g., ISO 9000 and ISO/IEC 20000, among other certifications);
- Map, review and document processes across IT service areas (Support, Infrastructure, Development, Projects, etc.);
- Develop and monitor performance indicators (KPIs and SLAs), proposing corrective and preventive actions for identified deviations;
- Conduct internal process and quality audits, record nonconformities and improvement opportunities, and monitor/support action plans;
- Support the creation of management reports and performance dashboards (Power BI, Excel and analytics from internal tools);
- Investigate process and service failures using root cause analysis methodologies (5 Whys, Ishikawa);
- Participate in continuous improvement projects, applying Lean, Kaizen or Six Sigma concepts;
- Support the standardization of documents, policies and operational procedures across business areas;
- Promote a culture of quality and continuous improvement within teams.
Requirements
- Bachelor's degree completed in Business Administration, Information Technology or related fields;
- Ability to analyze performance indicators (SLA, backlog, average handling/response time);
- Intermediate or advanced Excel skills;
- Basic knowledge of ISO 9000 and ISO/IEC 20000 and continuous improvement methodologies (PDCA);
- Familiarity with ISO/IEC 20000 is desirable;
- Experience with internal audits and managing corrective and preventive actions.
Benefits
- Flexible working arrangements to help maintain work–life balance.
- Professional development and ongoing skill growth aligned with your interests.
- A collaborative, diverse and innovative environment that encourages teamwork.
- SONDA Academy: a learning platform designed to maximize your professional development.
- SONDA Wellness: a program that supports work–life balance through initiatives focused on physical, mental and social well‑being.
- Hybrid work model: 40% remote (home office).
- Commitment to diversity and inclusion.
Job title
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Experience level
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Not specified
Degree requirement
Location requirements
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