Service Desk Analyst

Simbe's Data Science & Analytics team is looking for a Service Analyst to own end-to-end visibility into how well we're delivering on our client commitments. You'll sit at the intersection of client success, engineering, and operations. You will be building the processes, owning the investigations, and strengthening the cross‑functional partnerships that keep our service quality measurable, accountable, and continuously improving. This role demands someone who is analytically rigorous and operationally disciplined. You'll be tracking dozens of moving pieces across clients, SLAs, and system behaviors simultaneously. The role requires both the attention‑to‑detail to catch what others miss and the organizational instincts to keep it structured and actionable. Service Monitoring Partner with the account team to understand contracted requirements, accuracy SLAs, and prioritization across the clients portfolio Own tracking and reporting of account and fleet level performance across deliverables, accuracy, and timeliness: with the rigor to detect subtle regressions and the discipline to report them consistently Analysis & QA Perform detailed QA and root cause analysis to identify service gaps and systemic patterns by going beyond surface metrics to understand what's actually happening and why Document findings with precision; maintain a clear audit trail of issues, resolutions, and follow‑ups Flag issues and prioritize fixes with the engineering team; hold the thread through to resolution and verify that quality actually improved Process & Documentation Own and continuously improve the service observability handbook and standard operating procedures Bring structure to recurring workflows so that nothing falls through the cracks across teams Cross‑functional Collaboration Work with the data‑labeling team to forecast resource requirements given contracted accuracy SLAs Collaborate with the Computer Vision, Solutions Engineering, Service Operations, and Client Success teams to configure the system to maximize service quality Host office hours to drive adoption of service observability tools across the broader organization Tooling & Dashboards Build and maintain dedicated dashboards and tooling (Looker, BigQuery, etc.) to monitor service health at the client and fleet level Maintain a high standard of data accuracy and dashboard reliability. You are the source of truth others depend on Qualifications 2–5 years in a data analyst, operations analyst, QA analyst or similar role with a strong analytical and operational bent Strong SQL and data querying skills. Comfortable working in BigQuery or equivalent cloud warehouse Experience building and maintaining dashboards in BI tools (Looker preferred) Exceptionally organized, able to manage multiple workstreams, track open issues across teams, and keep documentation current without prompting High attention to detail: you notice when numbers don't add up, when a trend breaks pattern, or when a process step was skipped Clear communicator across technical and non‑technical audiences; able to translate data findings into crisp operational recommendations Preferred Experience Experience with SLA/SLO tracking or service‑level reporting in a SaaS or tech operations context Familiarity with dbt or similar data transformation tooling Exposure to forecasting or capacity planning workflows At Simbe, you will be at the forefront of retail innovation, working with cutting‑edge AI and robotics technologies to transform retail operations. Our culture is dynamic, inclusive, and driven by a passion for improving the way retailers operate and serve their customers. Join us to be a part of a team that is not only reshaping the future of retail but also offering immense value to our clients worldwide. #J-18808-Ljbffr