Descripción de la oferta
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
Benefits
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.
All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.
Our commitment to Diversity and Inclusion
Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.
Diversity Policy Statement
Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices. Applicants may request a reasonable accommodation by contacting their recruiter.
Authorization to work in the Employing Country
To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.
Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.
#J-18808-Ljbffr
