• Support the Local London office with the Media performance analysis, collating and interpreting data. • Review all media agency data, identify and correct issues, and ensure alignment in matching and benchmarks. • Organise and compare datasets, checking and analysing discrepancies between audited data. Provide accurate analysis and high-quality outputs using internal company tools and/or Excel. • Analysis of media campaigns across cost and quality KPI's on different media channels including TV, BVOD, OOH, Radio and Print. • Creating presentations to assist with the consultancy to our clients.

• Monitor real-time operations, queues, staffing conditions, and workforce performance to support SLA attainment and operational stability • Analyze intraday performance trends, staffing gaps, schedule adherence, shrinkage, occupancy, and service level impacts using workforce management tools and reporting platforms • Recommend and execute real-time adjustments to staffing, schedules, skilling, and call routing to optimize coverage, productivity, and customer experience • Coordinate with Workforce Schedulers, Planners, Operations leaders, and Service Delivery teams to address intraday staffing needs and operational risks • Manage planned time off allocations and intraday schedule modifications to maintain balanced staffing coverage across supported programs • Identify operational risks, performance variances, and service level impacts and escalate concerns appropriately to leadership and stakeholders • Provide workforce insights, operational reporting, and performance observations using available WFM platforms and productivity monitoring tools • Support near-term schedule optimization activities to align staffing coverage with forecasted demand and business requirements • Maintain accurate workforce records, reporting outputs, and operational documentation related to real-time management activities • Support continuous process improvement initiatives related to workforce efficiency, reporting accuracy, scheduling effectiveness, and operational performance • Collaborate with cross-functional teams to resolve operational issues impacting workforce performance and customer experience • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned

Role Description The Associate Service Desk Analyst role will provide 1st level service support and resolution to existing and new Managed Services customers with their issues in relation to their Managed Service provided by Adaptavist. The role will provide 1st line support and incident management to either resolve customer issues directly, or escalate the issue accordingly. Responsibilities will follow ticket lifecycle management from triage to debugging through to smoke testing and resolution in line with the agreed Service Level Agreements (SLA). This role will play a critical part in providing excellent service to our customers, ensuring that we resolve their issues quickly to ensure they remain customers with Adaptavist for the long term. What you'll be doing - Providing excellent customer service through responding to customer issues in a professional manner and keeping them informed of progress - Owning assigned issues/incidents through the ticket lifecycle management covering: - Creating issue ticket and initial triage to identify problem issue/area - Applying problem solving analysis and techniques to resolve issues where appropriate - Assigning the issue to an appropriate Systems Engineer based on problem issue, skill set and resources available - Acting as main coordination point with team working on incident to bring the issue to a successful resolution - Providing clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers) - Escalating to senior team members or external vendors when an incident becomes blocked to help resolve the issue - Creating, maintaining and curating of incident documentation to benefit both the customer and the team for retros and continuous team learning - Supporting with Root Cause Analysis (RCA) collation and documentation - Supporting with smoke testing to check functionality of a solution prior to its release to customer production systems Qualifications - German & English proficient - Proficiency in Jira and Service Now - Excellent organisational, prioritisation and interpersonal skills - An ability to think innovatively and creatively to solve problems - Using problem-solving tools and techniques to help identify and resolve issues - Self Awareness - knowing what problems you can solve and when you need to escalate - Confidence in collaborating with systems engineers to bring the issue to a successful resolution - Forensic attention to detail - Willingness to learn - Experience within a fast-paced, fast-growth Tech start-up environment Benefits - Very generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up their home offices - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents - 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs - Remote-first way of working

• Be a Salesforce CPQ SME, with strong understanding of SKU/quote configuration, SKU migration mapping, quote structuring, and relevant corporate/financial/sales policies. • Build and maintain operational relationships across your coverage area; partner with leadership to drive global best practices across the team. • Ensure policy-compliant quoting, including reviewing and granting SKU use-case exceptions only in line with business policy. • Resolve quoting issues end-to-end: troubleshoot operational quoting problems, understand contract/subscription data impacts, and escalate for support when needed. • UAT new quote processes/system enhancements