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 general 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.

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📌 IT Client Service Owner, Associate (Granada)
🏢 Reconocida empresa
📍 Granada