Service Request Management Specialist

2 meses 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 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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