IT Client Service Owner, Associate

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

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.