Publicat 16 Iun 2021 | Reactualizat 16 Iul 2021 | Expiră 17 Iul 2021

Darwin Analyst - L1 - Remote Work

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Candidatul ideal

THE TEAMAs a Darwin Analyst you will resolve technical queries within SLA and to a high level of quality. You will understand & own the incident management process in BAU. You will also collaborate with the Client Manager to enhance the client relationship and maintain/improve the client satisfaction scores. You will also monitor trends and recommend improvements to promote self-service, user enablement and product efficiencies.


Your role will be to manage a portfolio of clients – predominantly providing support in delivering renewal projects as well as performing ad-hoc administrative tasks:

Relationship Management:

  • Question & listen to clients to proactively identify problems and create and implement appropriate solutions to provide an exceptional service;
  • Manage key stakeholders both internally and externally; maintain close working relationships with all Darwin teams to ensure your knowledge of Darwin releases and general Darwin capabilities are up to date;
  • Build relationships with other teams at Darwin to resolve client technical queries;
  • Proactively manage escalations/queries and evidence contributing to the client satisfaction score.
Service Delivery:
  • Become a Darwin expert; stay current with road map releases, bugs and features of the product;
  • Review Darwin release notes and support in testing Darwin new releases;
  • Be aware of bugs or technical issues on Darwin that could impact client operations;
  • Track and ensure KPIs are met for clients;
  • Prioritize you work to align to KPIs, urgent escalations or clients at risk;
  • Support the incident management process, analyzing Darwin errors and implementing best practice to increase efficiencies;
  • Understand Darwin in the context of clients HR & Payroll processes;
  • Log & Classify Service Requests, Fixes & Change Requests according to agreed OLA’s;
  • Understand configuration best practice as per ID3 and deliver client resolution for non-standard bespoke client requirements;
  • Complete configuration fixes, scope requirements with client/partner and validate accuracy of system changes;
  • Implement small product changes based on client needs;
  • Test all product changes & fixes implemented;
  • Work with Product Support to diagnose software bugs and maintain a log and communication to the business;
  • Actively recommend product enhancements in order to improve client experience;
  • Prioritize escalations and flag where escalation to Product Support may be required.
Problem Solving/Troubleshooting:
  • Use business tools – Confluence - to investigate and provide resolution to queries;
  • Issue resolution and root cause analysis;
  • Desire to lead and improve Darwin – proactively test solutions using Launchpad Training;
  • Create and maintain knowledge management material: Confluence, Known Error Database and Darwin Explorer;
  • Develop and maintain Darwin Explorer- our Knowledge base;
  • Deliver client training where required to ensure understanding of the most recent updates in product;
  • Create and improve training material to ensure accessible online and can be delivered in a scalable and efficient way.

Descrierea jobului


  • Analytical thinking and good troubleshooting skills;
  • Adaptable communicator, facilitator, influencer and problem solver;
  • Extremely conscientious, ambitious, solution focused, driven;
  • Good relationship skills, Proven ability to work on own initiative as well as in a team;
  • High attention to detail;
  • Excellent written and verbal communication skills in Romanian and English
  • Ability to multi-task and prioritize time effectively;
  • Ability to work with tight deadlines.
  • Microsoft Word, Microsoft Excel and Microsoft PowerPoint skills;
  • Knowledge with applications Confluence/Jira preferable;
  • Experience in working with KPIs including SLAs and working in task management systems – preferably within HR processing and payroll;
  • Experience in managing an IT product (preferred).

Descrierea companiei

DARWIN is a SaaS provider of global employee benefits and employee engagement software. With over 4 million lives on Darwin™, our multi-award-winning platform connects employees with their benefits and is helping to achieve our purpose – to change benefits. For good.

As part of Mercer Marsh Benefits, our combined global benefits consulting, digital and broking expertise creates a unique proposition – benefits that truly benefit. Being an industry leader with a challenger mindset, MMB and Darwin are creating truly meaningful choices and experiences for millions of employees in more than 150 countries.

DARWIN will use the personal data provided in this application to consider your suitability for a role within the organization and to communicate with you. Please find our full privacy notice on our Company Website.


There’s nothing ordinary about DARWIN :)

Our passionate PINK culture, benefits expertise, collaborative partner ecosystem and our innovative technology are as extraordinary as our people. Our people, power the rocket ship that is our Darwin™ product – a cloud-based global benefits management and employee engagement software, used by some of the world’s most innovative companies.

500+ DARWIN People are devoted to helping HR and reward professionals to deliver impactful, cost effective benefit schemes, whilst enabling their employees to engage with their benefits, throughout their lives. We work with the world’s leading employers to maximize the power of Darwin™ in over 85 countries and around 25 languages

If you wish to apply directly please send us your detailed English resume at:

For more information please visit our careers website:

Darwin Analyst - L1 - Remote Work  -  DARWIN

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