Hours of Work Customer Engagement Team Night Function operates from 7pm to 7am and your rota will require 4 Days on 12 hour shifts followed by 4 Days Off. This is a Nights Only role and will include Weekends and Bank Holidays. Location Remote, UK only About the Role Are you passionate about technology and customer service? Do you thrive in a dynamic, fast-paced environment? We are seeking a Service Desk Analyst to join our team and provide top-notch first-line technical support to our managed service customers. In this role, you will be the first point of contact for customers seeking help with IT-related issues, ensuring they receive timely and effective support through phone, email, and messaging platforms. If you're looking for a role where you can use your technical skills while making a real impact on customer satisfaction, this is the job for you! Responsibilities As a Service Desk Analyst, your core responsibilities will include: - Provide technical support: Be the go-to person for customers seeking assistance via email, phone, and self-service portals, offering a professional and helpful experience. - Ownership of incidents and requests: Take charge of troubleshooting and resolving user issues, escalating them when necessary, but always ensuring the problem is tracked to resolution. - Customer communication: Keep users updated on their requests and incidents, ensuring they're informed and confident in your support throughout the process. - Escalation management: Work closely with internal teams to escalate issues that need further expertise, ensuring smooth handoffs and resolution. - System support: You’ll use industry-standard ITSM tools, remote access software, and handle daily system management tasks across various platforms (MS Office, Windows OS, Active Directory, etc.). - Documentation & Knowledge Base: Maintain clear records of issues and resolutions, and contribute to documentation that helps resolve future requests faster. Your Experience: We need someone who is both technically savvy and customer-focused. Ideal candidates will have: - Service Desk Experience: Hands-on experience in a similar role, preferably in a Managed Service Provider environment. - Out of Hours Experience: The night shift function needs to fit with your lifestyle and it is likely you will have worked in out of hours positions and already be comfortable with this commitment. - Technical Skills: Proficient with Active Directory, Windows OS (10+), MS Office, iOS/Android devices, and remote support tools. - Excellent Communication: You can explain complex technical issues in a simple, clear, and professional way to non-technical users. - Customer-Centric Approach: You enjoy solving problems for customers and know how to keep them engaged and satisfied. - Proactive and Detail-Oriented: You’re a self-starter who takes initiative and can handle a busy workload while paying attention to the finer details. - Team Player: You collaborate well with others, helping colleagues and working with resolver teams to address customer needs. - ITIL v3 Foundation (minimum): A solid understanding of ITIL practices to ensure you adhere to best practices in service management.

• Driving successful implementation of improvement projects across the enterprise • Overseeing the implementation of sustainable process improvements • Measuring and reporting results to ensure change initiatives deliver expected business results • Driving targeted, measurable, and sustainable improvement by leveraging skills and change management processes utilizing Six Sigma concepts • Working closely with leadership to define and implement continuous improvement in targeted areas • Assisting in the development of improvement roadmaps • Supporting focused deployment of Lean, Six Sigma, ISO, or other quality and process improvement tools • Responsible for team and cross-functional communications (written and oral) • Promoting and facilitating diagnosis of workflow impediments throughout the business • Collaborating with internal and external business partners for benchmarking performance and knowledge building • Defining requirement metrics to measure baseline and improved process improvements • Developing and maintaining strong relationships with functional leaders to drive success of projects and teams • Influencing cross-functional collaboration & effectiveness • Leading and motivating a culture of lean thinkers

• Drive successful implementation of improvement projects across the enterprise enabling growth and profitability. • Oversee the implementation of sustainable process improvements and measure/report results. • Drive targeted, measurable, and sustainable improvement using Six Sigma concepts. • Work closely with leadership to implement continuous improvement. • Assist in the development of improvement roadmaps. • Support deployment of Lean, Six Sigma, ISO, or other quality and process improvement tools. • Responsible for team and cross-functional communications, education/mentoring, and influencing a Lean culture. • Elevate critical business decisions to management teams. • Promote and facilitate diagnosis of workflow impediments and counsel on tools to improve efficiency. • Collaborate with partners for performance benchmarking and knowledge building. • Define metrics to measure process improvements and facilitate data collection tool implementation. • Develop strong relationships with functional leaders.

O que você fará Based remotely in Brazil and reporting to a US based Manager, you will enable the HR team to use data to make informed decisions. You will design and deliver people analytics that inform workforce strategy and improve employee experience. Move beyond standard reporting by diagnosing trends, building predictive and prescriptive insights, and translating data into clear recommendations. Partner with People and Culture, business leaders, and Finance to support planning and decision-making. Combine technical expertise and business understanding to drive measurable impact. **Only CVs/resumes in EN will be considered** Quais serão as suas responsabilidades - Lead advanced analysis of people data to identify trends, drivers, and risks across the employee lifecycle - Develop predictive and prescriptive models to identify bottlenecks and assess the impact of changes to People & Culture plans, processes, and programs - Design dashboards and analytics products that explain what happened, why it happened, and what actions to take next - Translate data into clear, actionable insights and executive-ready recommendations for senior leaders - Partner with People and Culture, Finance, and business leaders to define key questions, success metrics, and hypotheses - Build and maintain scalable data models and automated reporting using Power BI, Excel (Power Query, Power Pivot, DAX), and HR systems - Ensure data quality, governance, and consistency by validating assumptions and documenting methodologies O que precisa possuir para ser bem sucedido - Bachelor’s degree or equivalent experience in analytics, statistics, data science, information systems, or a related field - Experience delivering workforce analytics that inform decisions, with demonstrated impact beyond reporting - Proficiency in Power BI, Tableau, and advanced Excel, including data modeling and DAX - Experience working with cloud data platforms (such as Snowflake) and data transformation tools (such as dbt); strong SQL skills for data exploration and analysis - Experience working with human capital management data (Workday preferred) - Experience applying predictive methods (such as regression, forecasting, or scenario modeling) and explaining results to non-technical audiences - Strong stakeholder management and consultative skills, with the ability to frame problems and influence decisions - Ability to manage ambiguity, prioritize work, and independently drive analysis from question to recommendation A Avalara é uma empresa AI-first AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability. - You’ll bring experience using AI and AI-related technologies, ready to thrive here. - You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. - You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too. Como cuidaremos de você Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. O que você precisa saber sobre Avalara We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world. We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too. We’re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.