Senior IT Service Management Specialist

4 semanas atrás


São Paulo, São Paulo, Brasil Genesys Tempo inteiro
Lead IT Service Management Analyst

Genesys is seeking an IT Service Management professional to define, document, and improve our ITSM practices.

Key Responsibilities:
  • Experience in IT Service Management, ITIL practices for incidents, requests, problems, changes, configuration, and service levels management practices.
  • Fluent or Advanced English is mandatory as the associate will work directly with a Global Team.
  • Knowledge and experience in mapping IT processes, developing relationships with main technical and business stakeholders (Infrastructure, Security, Cloud, Application, HR, etc.).
  • Experience in building Executive presentations.
  • Knowledge in OKRs and Agile Methodologies.
  • Knowledge in ServiceNow Environment (ITSM, ITOM, and CSM products).
  • Effective communication and good relationships with other teams.
  • Knowledge in ISO20K.
  • Lead projects and initiatives for service improvements.
  • Promote ITIL Practices adoption and guarantee conformity with the established processes.
  • Governance and development of automation for ITIL processes.
Requirements:
  • Fluent or Advanced English.
  • ITIL Foundation V3 or ITIL 4 certification.
  • Knowledge in SCRUM/Kanban.
About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees.

Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed.

And while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work.



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