In this key role you will be responsible for proactively overseeing the life cycle of all IT Service Requests by ensuring overall quality of fulfillment and confirming customer's IT needs have been met.
This role acts as a liaison between business partners and IT to fulfill service requests that result in an excellent experience for the customer.
Additionally, this role will assist with the operations of Knowledge Management.
We are seeking a professional that can establish working hours in a US time zone.
**Responsibilities**:
- Work with internal customers, technical teams, and vendors to bridge the gap between request submissions and service delivery.
- Get out in front of open requests by monitoring all open requests daily and ensure they are being handled expeditiously and within the written SLAs.
- Maintain a priority focus on new hire onboarding to ensure all new employees have everything they need to begin work on their first day.
- Maintain a priority focus to ensure all employees that have terminated, have a record logged in ServiceNow by their manager to ensure accounts are deactivated appropriately and timely.
- Provide request coordination duties such as assign tickets, reassign tickets, help technicians prioritize and balance out ticket volumes in their assignment queues.
- Log and communicate improvement opportunities to management for consideration.
- Assist in managing, (creating, modifying, retiring) Knowledge Articles for Service Request.
- Work with reporting as needed to review and align on Service Request KPIs.
- Collaborate with the Service Request team in weekly team meetings.
- Manage and maintain documentation where needed.
- Assist with onboarding training for Service Request as needed.
- Actively engage with stakeholders to ensure Service Request best practices are understood and being adhered to by all involved.
**Qualifications**:
- English: Advanced or fluent.
- Bachelor's degree in Information Systems or related field or equivalent work experience.
- ITIL v3 or v4 Foundations preferred.
- 2+ years of overall service management experience.
- Exceptional customer service skills are a must.
- Working knowledge of ITIL and/or ITSM.
- Comfortable working in ServiceNow.
- Strong technical analysis, planning, time management and organizational skills.
- Ability to set direction and approach and execute delivery.
- Must be a Team Player and foster an environment of relationship building and collaboration in a positive and respectful manner.
- Ability to influence peers and stakeholders.