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Global End User Services

5 meses atrás

Barueri, Brasil Corteva Tempo inteiro

**Description**:
Responsible for providing a best-in-class IT multi-channel support experience to Corteva Agriscience employees in LATAM. This includes managing and supporting the implementation and user adoption of online support, chat bots, walk-up service kiosks and service desk capabilities. It also includes being engaged in continual improvements of the different channels, most of them being delivered through ServiceNow.

**_Key responsibilities_**
- Drives the adoption of a multi-channel experience including tools and capabilities around the Service Desk, inclusive of chat, text, video and self-help automation
- Manages the day-to-day relationship with the Service Desks and regional IT teams in the region to ensure service and support delivery meets or exceeds the client's expectations
- Acts as escalation point in the region and drive issue resolution by managing the interaction across all IT teams, internal and external
- Monitor KPIs and customer satisfaction and develop action plans to address areas needing improvements
- Manages the delivery of regional end user services projects so they are on time, high quality and operate within budget
- Represents the Service Desk in projects that will impact the Service Desk service levels
- Manage intake and demand for ServiceNow enhancements regarding the end user portal and other channels managed by EUS
- Communicates regularly with key regional stakeholders on IT services and their performance and on upcoming IT projects
- Active contributor to the Global End User Services team

**Qualifications**:
**_
Position Requirements_**
- Focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness.
- Customer advocate and relentless passion to solve issues quickly with a demonstrated service mindset
- Strong written and verbal communication skills
- Build and maintain relationships with business clients and service/support teams
- Strong organization skills and ability to prioritize competing demands

**_Critical Experience _**
- Self-motivated professional able to work in a fast-paced and constantly changing environment
- Adhere to IT policies and processes to ensure consistent quality of service
- Capacity to lead by example and develop strong personnel performance goals
- Able to drive process improvement to continually improve service and reduce costs
- Able to engage with internal and external stakeholders, gain their confidence and persuade them to cooperate with initiatives where required
- Experience with ServiceNow (ITSM if possible)

**_Competencies/Qualifications _**
- Bachelor's degree required; Prefer in Computer Science, Management Information Systems (MIS) or related field.
- Minimum 3 years of work experience in Information Technology or related experience required
- Certification ITIL, Six Sigma, PMI are assets
- Knowledge of Microsoft SharePoint, Microsoft Office and mobile computing devices is expected
- Knowledge of ServiceNow is expected