Process and Metrics Engineer, presencial

Jordan martorell s.l.; La Coruña; Presencial; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

Una empresa líder en A Coruña busca un Ingeniero de Procesos y Métricas con más de 5 años de experiencia en gestión de procesos en entornos de soporte técnico. El rol implica análisis y optimización de flujos operativos, utilización de herramientas como Power BI y SQL, y trabajar con equipos para la mejora continua. Se valorarán habilidades en scripting y certificaciones en metodologías ágiles.

Formación

• Experiencia de más de 5 años en gestión de procesos y métricas.
• Conocimiento de las mejores prácticas ITIL.
• Experiencia con herramientas de análisis de datos como Power BI y SQL.

Responsabilidades

• Analizar y optimizar procesos de soporte técnico y operativos.
• Colaborar con equipos de soporte para la resolución de incidentes.
• Documentar procesos usando herramientas como Miro y Confluence.

Conocimientos

Gestión de procesos

Análisis de métricas

Mejora continua

SQL

Power BI

Documentación

Visualización de procesos

Herramientas

JIRA

Remedy

Miro

Confluence

Grafana

Descripción del empleo

Process and Metrics Engineer

Job Title: Process and Metrics Engineer

Location: A Coruña (Preference given to candidates residing in A Coruña or Galicia)

Contract Type: Indefinite

Engagement Model: Technical Assistance

Position Summary

We are looking for a highly motivated Process and Metrics Engineer with a strong background in managing

processes and metrics within technical support and operations environments. This role is critical to ensuring

the continuous improvement of operational workflows, the effectiveness of incident management, and the

performance of technical support services.

Although hands-on development is not part of the role, technical systems knowledge is essential to

understand the applications you will be supporting and the nature of the issues youll be analyzing.

Key Responsibilities Analyze, review, and optimize technical support and operational processes. Collaborate closely with support teams to ensure efficient incident resolution and service delivery. Leverage Power BI and SQL to extract data and develop performance dashboards and reports. Work with KPIs to track, analyze, and enhance service performance. Utilize ticketing systems such as JIRA and Remedy to analyze workflows and incident patterns. Review code and logs (particularly in Java and Kafka or other messaging APIs) to optimize issue

resolution processes. Document processes using tools such as Miro and Confluence, including flowcharts and technical

manuals. Drive continuous improvement through root-cause analysis and proactive process enhancements.

Required Qualifications 5+ years of experience managing processes and metrics in technical support and/or operations

environments. Strong understanding and practical experience with ITIL best practices. Proficiency in Power BI, SQL, or similar data analysis tools. Technical knowledge of:

o Communication systems and application integration (e. g. , APIs, messaging).

o Infrastructure monitoring.

o Software applications, especially those developed in Java and related technologies. Experience with ticketing tools (JIRA, Remedy). Strong documentation and process visualization skills using Miro, Confluence, or similar tools. Self-critical, analytical mindset with a passion for continuous improvement.

Preferred Qualifications (Valuable Assets) Advanced scripting skills in Python and Bash experience scripting with LLMs for automation and data

analysis. Experience using monitoring tools such as Grafana. Certifications in ITIL, Lean Six Sigma, or Agile methodologies. Previous experience in process management and optimization in industrial or logistics environments.

Power BI, SQL, JIRA, Remedy, Java, Kafka, APIs, Miro, Confluence, Python, Bash, Grafana, ITIL, Lean , Six Sigma, Agile

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