Join us on a journey of endless possibilities
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Habilidades, experiencia, cualificaciones... Si tiene el perfil adecuado para esta oportunidad, asegúrese de inscribirse hoy mismo.
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At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.
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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.
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Learn more at (include but are not limited to)
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1. Customer Service & Ticket Ownership
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· Monitor SNOW tickets daily: SLA adherence, high-priority tickets, aging/inactive cases, security incidents.
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· Act as 1st level of escalation for tickets, including ping-pong tickets.
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· Review tickets with internal teams and, in specific cases, with clients (e.g., PPS model).
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· Ensure timely remediation of recurring issues and follow up on escalated topics.
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2. ServiceNow Administration & ITIL Processes
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· Manage CSM functionalities: account creation, SLA configuration, external contacts, internal TSL.
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· Oversee approvals: ARC, ECABs, Releases, CHGs, ensuring ITIL process compliance.
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· Maintain dashboards, reporting, and technical SLAs for Business Objects and MSRs.
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3. Reporting & Analytics
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· Prepare Monthly Service Reviews, Global Status Reports, ad-hoc and scheduled reports.
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· Monitor internal and 3rd-party KPIs to support data-driven decisions.
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· Maintain dashboards and reporting for hypercare, SLA compliance, and BAU operations.
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4. Audits & Compliance
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· Support SOC1 and other audits (e.g., KPMG), including account-specific questions, interviews, and evidence collection.
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· Ensure proper documentation of processes and adherence to internal/external compliance requirements.
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5. Maintenance Coordination
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· Coordinate system and database upgrades, euHReka patches, HRSPs (SAP Standalone), disaster recovery tests, and RCA follow-ups.
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6. Project Support
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· Provide limited support during project phases (0.1 FTE), including SNOW tasks, onboarding, approvals, and integration follow-ups.
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· Assist onboarding, training preparation, SLA setup, customer contacts, and integration tests during project phases.
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· Participate in project calls as needed (e.g., SNOW upgrades, client onboarding, global integrations).
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7. Communication & Stakeholder Management
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· Communicate system maintenance calendars, planned releases, emergency maintenance, and major incident escalations.
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· Coordinate service review meetings and act as global project coordinator for BAU initiatives.
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· Liaise with internal teams, clients, and TSI to ensure alignment and timely updates.
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8. Deployment Support
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· Support transport management, OOPS resolution, and Workbench coordination.
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Competencies
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Initiative
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· Tackles problems and takes independent action.
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· Seeks new responsibilities, acts on opportunities, and generates new ideas.
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· Practices self-development, accepts feedback, and turns mistakes into learning opportunities.
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· Proactively identifies automation and process improvement opportunities.
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Interpersonal Skills
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· Builds strong relationships and listens actively.
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· Flexible, open-minded, negotiates effectively, and handles constructive criticism.
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· Effective integral communication for collaboration with technical teams, business stakeholders, and clients.
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Problem Solving / Analytical Skills
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· Breaks down problems into smaller components and simplifies complex issues.
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· Understands critical details vs. unimportant facts.
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· Interprets data and drives insights from reporting tools, dashboards, and predictive analytics (Intelligent AMS).
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People Development
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· Provides feedback and coaching, rewards hard work and risk-taking.
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· Mentors others and challenges employees to develop new skills.
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· Encourages knowledge sharing and visibility across the team.
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Results Focus
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· Targets and achieves results, sets challenging goals, and prioritizes tasks effectively.
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· Overcomes obstacles, accepts acc