Duties (include but are not limited to) 1. Customer Service & Ticket Ownership · Monitor SNOW tickets daily: SLA adherence, high-priority tickets, aging/inactive cases, security incidents. · Act as 1st level of escalation for tickets, including ping-pong tickets. · Review tickets with internal teams and, in specific cases, with clients (e.g., PPS model). · Ensure timely remediation of recurring issues and follow up on escalated topics. 2. ServiceNow Administration & ITIL Processes · Manage CSM functionalities: account creation, SLA configuration, external contacts, internal TSL. · Oversee approvals: ARC, ECABs, Releases, CHGs, ensuring ITIL process compliance. · Maintain dashboards, reporting, and technical SLAs for Business Objects and MSRs. 3. Reporting & Analytics · Prepare Monthly Service Reviews, Global Status Reports, ad-hoc and scheduled reports. · Monitor internal and 3rd-party KPIs to support data-driven decisions. · Maintain dashboards and reporting for hypercare, SLA compliance, and BAU operations. 4. Audits & Compliance · Support SOC1 and other audits (e.g., KPMG), including account-specific questions, interviews, and evidence collection. · Ensure proper documentation of processes and adherence to internal/external compliance requirements. 5. Maintenance Coordination · Coordinate system and database upgrades, euHReka patches, HRSPs (SAP Standalone), disaster recovery tests, and RCA follow-ups. 6. Project Support · Provide limited support during project phases (0.1 FTE), including SNOW tasks, onboarding, approvals, and integration follow-ups. · Assist onboarding, training preparation, SLA setup, customer contacts, and integration tests during project phases. · Participate in project calls as needed (e.g., SNOW upgrades, client onboarding, global integrations). 7. Communication & Stakeholder Management · Communicate system maintenance calendars, planned releases, emergency maintenance, and major incident escalations. · Coordinate service review meetings and act as global project coordinator for BAU initiatives. · Liaise with internal teams, clients, and TSI to ensure alignment and timely updates. 8. Deployment Support · Support transport management, OOPS resolution, and Workbench coordination. Competencies Initiative · Tackles problems and takes independent action. · Seeks new responsibilities, acts on opportunities, and generates new ideas. · Practices self-development, accepts feedback, and turns mistakes into learning opportunities. · Proactively identifies automation and process improvement opportunities. Interpersonal Skills · Builds strong relationships and listens actively. · Flexible, open-minded, negotiates effectively, and handles constructive criticism. · Effective global communication for collaboration with technical teams, business stakeholders, and clients. Problem Solving / Analytical Skills · Breaks down problems into smaller components and simplifies complex issues. · Understands critical details vs. unimportant facts. · Interprets data and drives insights from reporting tools, dashboards, and predictive analytics (Intelligent AMS). People Development · Provides feedback and coaching, rewards hard work and risk-taking. · Mentors others and challenges employees to develop new skills. · Encourages knowledge sharing and visibility across the team. Results Focus · Targets and achieves results, sets challenging goals, and prioritizes tasks effectively. · Overcomes obstacles, accepts accountability, and provides leadership/motivation. · Applies proactive problem-solving to improve SLA adherence and operational efficiency. Decision Making / Judgment · Makes timely and informed decisions, using consensus when possible. · Recognizes problems, gathers relevant information, addresses root causes, and communicates decisions clearly. · Supports adoption of new tools, automation solutions, and process improvements. Managing Conflict · Listens well, diffuses conflict before it starts, and identifies solutions to issues. · Handles difficult people and challenging situations effectively. Technical Adaptability & Data Mindset · Comfortable learning and implementing new tools, platforms, and automation solutions. · Understands Power Platform, workflow automation, dashboards, KPI tracking, and predictive operations (Intelligent AMS). · Leverages technology to drive operational excellence, improve decision-making, and enable proactive service management. Education & Experience · University degree or equivalent experience in IT, Computer Science, Business Information Systems, Engineering, or related fields. · ITIL Service Delivery qualification preferred. · Proven experience with ServiceNow, Windows 2003/2010, and cloud-based reporting tools. · Power Platform knowledge: Power BI, Power Automate, Excel WorkPackages, MyReporting Tool, and other automation tools. · Experience with predictive analytics tools or systems like Intelligent AMS is a plus. · Strong understanding of reporting, KPI tracking, dashboards, and data-driven decision-making. · Ability to quickly learn and implement new technologies, processes, and automation solutions. Language · English – required · Spanish – Add on · French – Add on · German – Add on We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units. .