Service Request Management Specialist
2 meses atrás
We are seeking a highly skilled Service Request Management Analyst to join our team at Keep Simple. As a key member of our service delivery team, you will be responsible for ensuring seamless service request fulfillment and exceptional customer experience.
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 request fulfillment.
- Knowledge Article Management: Create, modify, and retire knowledge articles to support service request resolution.
- Reporting and Analytics: Collaborate with the reporting team to review and align on service request KPIs.
- Team Collaboration: Participate in weekly team meetings to discuss service request best practices and improvement opportunities.
- Documentation and Training: Maintain documentation and assist with onboarding training for service request processes.
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.
What We Offer:
- Opportunity to work with a dynamic team: Collaborate with internal customers, technical teams, and vendors to bridge the gap between request submissions and service delivery.
- Professional growth and development: Participate in training and development opportunities to enhance your skills and knowledge.
Language: English
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