Duties (include but are not limited to)
- 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.
- 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.
- 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.
- 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.
- Maintenance Coordination
- Coordinate system and database upgrades, euHReka patches, HRSPs (SAP Standalone), disaster recovery tests, and RCA follow‑ups.
- 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).
- 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.
- 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 general 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.
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