Incident & Request Management Specialist (Americas)
hace 2 meses
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Job DescriptionAbout Us
WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. In order to achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program. This role is part of the Americas Hub, reporting to the IT Service Manager.
Position SummaryThe Incident & Request Management Specialist ensures the effective handling of Incidents and Requests by operations in order to improve business productivity and enhance user-experience.
Job Responsibilities:Responsibilities of this role include (but are not limited to):
- Support the ticket management processes, liaising with Service Desk queue managers to coordinate efforts for the resolution of Incidents and the fulfilment of Requests in accordance with Service Levels.
- Interface with Assignment Group Managers to ensure across team coordination where required and remove roadblocks to effective ticket handling.
- Ensure ‘Best Practice’ is followed to ensure effective tickets updates to end-users, correct behaviours, and drive improvements where required to ensure a positive user-experience.
- Ensure the operational teams are documenting and sharing Knowledge with the Service Desk to drive up first contact resolution.
- Prioritise escalations for Incidents & Requests, ensure effective communication and engagement with end-users.
- Act as a point of contact for ‘Excom’ level escalations that may be triggered through Business Partners or direct to Hub Leaders.
- Own service complaints, address through the appropriate channels and ensure effective follow-up/engagement.
- Follow-up on C-SAT feedback to address issues on behalf of users and/or to share positive feedback in alignment with ITSM practices.
- Ensure effective Incident Management communication is in place and effective using standardized templates for consistency.
- In support of Assignment Group Managers and assignees, make sure Incidents are reprioritized as required as the impact and/or urgency of an issue increases (and vice versa).
- Through local governance and by preparing detailed operational metrics analysis, highlight operational gaps and issues that require focus.
- Where processes and/or operating procedures may need adjusting to drive improvement, raise as required to ITSM Practices and provide feedback/inputs as necessary.
- Support transitional activities as required as operations are internalized.
Required
- A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
- 4-6 years of experience working in an ITIL aligned operational role (Incident Management or similar).
- Solid knowledge and experience of ServiceNow.
- Enthusiasm and dedication to drive continual improvement and/or change.
- Excellent analytical and communication (both verbal and written) skills.
- Experience of working to (and exceeding) Service Level Agreements.
- Process orientated with a methodical and planned approach to achieving goals.
- Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting excellent communication and influencing skills.
- Be comfortable with ambiguity, thrive on change and engender a collaborative approach.
- Act as an advocate for the IT Organisation both externally and internally.
- Excellent written and spoken English is required, with additional competency in French or Spanish as an asset.
Preferred
- Bachelor’s degree in Information Technology or a related field.
Colombia
Other LocationsChile, Brazil, Mexico, Panama, Argentina, Trinidad and Tobago, Peru
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