Service Request Management Specialist

4 semanas atrás


HOME OFFICE, Brasil Keep Simple Tempo inteiro
Service Request Management Analyst

We are seeking a highly skilled Service Request Management Analyst to join our team at Keep Simple. As a key member of our service management team, you will be responsible for ensuring seamless service delivery to our internal customers.

Key Responsibilities:
  • Request Coordination: Assign, reassign, and prioritize tickets to ensure efficient service delivery.
  • SLA Management: Monitor and manage service level agreements to ensure timely and effective service delivery.
  • Knowledge Article Management: Create, modify, and retire knowledge articles to support service request management.
  • Reporting and Analytics: Work with reporting to review and align on service request key performance indicators.
  • Team Collaboration: Collaborate with the service request team to ensure best practices are understood and followed.
  • Documentation and Training: Maintain documentation and assist with onboarding training for service request management.

Requirements:

  • Education: Bachelor's degree in Information Systems or related field, or equivalent work experience.
  • ITIL Certification: ITIL v3 or v4 Foundations preferred.
  • Experience: 2+ years of overall service management experience.
  • Skills: Exceptional customer service skills, strong technical analysis, planning, time management, and organizational skills.

Working at Keep Simple:

We are a dynamic and innovative company that values collaboration, relationship building, and a positive work environment. If you are a motivated and detail-oriented individual with a passion for service management, we encourage you to apply for this exciting opportunity.



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