Service Request Management Analyst (3837)

JOB DESCRIPTION

Service Request Management Analyst | Fluent English | International Project

Come work for a large global financial and insurance products company! This is your chance !!

Start a successful career in a renowned company in the international market! Great opportunity!

Global insurance and asset management company seeks a responsible, organized, dynamic and team-oriented person.

Check the requirements.👇🏼

RESPONSIBILITIES AND ASSIGNMENTS

• 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.

REQUIREMENTS AND 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;
• Strong written and verbal communication skills;
• Excellent attention to detail;
• Excellent verbal/ written communication skills;
• Must be flexible with a strong ability to problem-solve;
• Must be able to work independently in a fast-paced environment.

ADDITIONAL INFORMATION

Hiring model:

• PJ

Form of operation:

• 100% Remote

SEJAM BEM VINDOS A KEEP SIMPLE 👇🏽

Somos uma empresa de consultoria em TI com mais de 10 anos no mercado e contamos com um time de especialistas em recrutamento tech. Nosso processo é 100% focado na experiência de quem tanto importa, o candidato.

Optamos por fazer a diferença e temos orgulho em dizer que todos que passam pela Keep Simple se sentem especiais. Possuímos um ambiente descontraído, colaborativo, e adotamos o ágil de verdade.

Faça parte da nossa história, #vemprakeep 💙🚀