At Strada, possibility isn't just a promise – it's the foundation of everything we do. With the support, resources, and opportunities we provide, you'll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.
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Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.
Customer Service & Ticket Ownership
· ServiceNow Administration & ITIL Processes
· Manage CSM functionalities: account creation, SLA configuration, external contacts, internal TSL.
· ARC, ECABs, Releases, CHGs, ensuring ITIL process compliance.
· Prepare Monthly Service Reviews, Global Status Reports, ad-hoc and scheduled reports.
· Monitor internal and 3rd-party KPIs to support data-driven decisions.
· Support SOC1 and other audits (e.g., 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).
Coordinate service review meetings and act as global project coordinator for BAU initiatives.
· Deployment Support
· Support transport management, OOPS resolution, and Workbench coordination.
Effective global communication for collaboration with technical teams, business stakeholders, and clients.
Interprets data and drives insights from reporting tools, dashboards, and predictive analytics (Intelligent AMS).
Provides feedback and coaching, rewards hard work and risk-taking.
· Supports adoption of new tools, automation solutions, and process improvements.
Listens well, diffuses conflict before it starts, and identifies solutions to issues.
· Technical Adaptability & Data Mindset
· Leverages technology to drive operational excellence, improve decision-making, and enable proactive service management.
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 BI, Power Automate, Excel WorkPackages, MyReporting Tool, and other automation tools.
· Strong understanding of reporting, KPI tracking, dashboards, and data-driven decision-making.
· English – required
· Spanish – Add on
· French – Add on
· German – Add on
Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.
At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.