IT Client Service Owner Associate

Duties (include but are not limited to)

• 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.
• 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.
• 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.
• 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.
• Maintenance Coordination
• Coordinate system and database upgrades, euHReka patches, HRSPs (SAP Standalone), disaster recovery tests, and RCA follow-ups.
• 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).
• 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.
• 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 managements 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.

---