IT Services Liaison Support Administrator

hace 2 días


San José, Costa Rica Emerson A tiempo completo

**Specific Responsibilities**
- IT Services Support Administration
- Plays a key role in the onboarding of acquisitions or new services to the Service Desk and to the ITSM Platform ensuring pertinent requirements are in place to ensure smooth go live.
- Requirements would include but not limited to knowledge articles, work instructions, setting up of assignment groups, routing logics, configuration items supported and decision tree.
- Provides support to ServiceNow improvement initiatives / projects on catalog items development / enhancements requirements definition, foundation data review and facilitates
- User Acceptance Testing with service owners to ensure it meets expectation prior to deployment to Production.
- Perform ServiceNow system administration such as Routing logic maintenance, tagging of locations with infrastructure services and default support groups.
- Conducts recurring catch up calls with IT Service Owners and Application Owners to discuss improvement opportunities on the following main areas: ServiceNow Catalog Items, Workflow
- Automations opportunities, Routing Logics Review to improve efficiency and misroutes,
- Performance Reviews, Knowledge Articles Creation and Review, Self-help Knowledge Articles
- Opportunities to empower users to perform issue remediation by themselves.
- Understands and seeks critical information and data needed by the Quality Assurance team to identify potential performance and process gaps.
- Jabber chat, phone conference call, flow charts, process flows, diagrams and other means of communication) to effectively communicate quality assurance updates, processes, KPIs, SLA,
- Metrics and team performance to the business units, service owners and within Service Desk organization.
- Provides timely update to the QA leadership, service owners and key stake holders on the tasks and deliverables assigned.

Education / Qualification Requirements of the Role
- Education to degree level or equivalent, but experience may be considered in lieu of formal education;
- Form 1 to 5 years of experience.
- Experience in IT Infrastructure and Quality Assurance is a plus;
- Knowledge of ServiceNow and Service Desk best practices;
- Knowledge in ITIL Services management methodology is an advantage;
- Ability to interact with peers and counterpart in a matrix organization - tact and diplomacy are essential attributes;
- Strong and demonstrable Customer focus with strong analytical capabilities
- Ability to work under pressure and demonstrably action orientated;
- Language knowledge: Fluent in English (speaking / writing), other languages an advantage;
- Must be willing to work on permanent US Business Hours


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