Título del trabajo: It Services Liaison Support Administrator

Compañía: Emerson

Descripción de funciones: **Specific Responsibilities** – IT Services Support Administration – Plays a key role in the onboarding of acquisitions or new services to the Service Desk and to the ITSM Platform ensuring pertinent requirements are in place to ensure smooth go live.

– Requirements would include but not limited to knowledge articles, work instructions, setting up of assignment groups, routing logics, configuration items supported and decision tree.

– Provides support to ServiceNow improvement initiatives / projects on catalog items development / enhancements requirements definition, foundation data review and facilitates

– User Acceptance Testing with service owners to ensure it meets expectation prior to deployment to Production.

– Perform ServiceNow system administration such as Routing logic maintenance, tagging of locations with infrastructure services and default support groups.

– Conducts recurring catch up calls with IT Service Owners and Application Owners to discuss improvement opportunities on the following main areas: ServiceNow Catalog Items, Workflow

– Automations opportunities, Routing Logics Review to improve efficiency and misroutes,

– Performance Reviews, Knowledge Articles Creation and Review, Self-help Knowledge Articles

– Opportunities to empower users to perform issue remediation by themselves.

– Understands and seeks critical information and data needed by the Quality Assurance team to identify potential performance and process gaps.

– Jabber chat, phone conference call, flow charts, process flows, diagrams and other means of communication) to effectively communicate quality assurance updates, processes, KPIs, SLA,

– Metrics and team performance to the business units, service owners and within Service Desk organization.

– Provides timely update to the QA leadership, service owners and key stake holders on the tasks and deliverables assigned.

Education / Qualification Requirements of the Role

– Education to degree level or equivalent, but experience may be considered in lieu of formal education;

– Form 1 to 5 years of experience.

– Experience in IT Infrastructure and Quality Assurance is a plus;

– Knowledge of ServiceNow and Service Desk best practices;

– Knowledge in ITIL Services management methodology is an advantage;

– Ability to interact with peers and counterpart in a matrix organization – tact and diplomacy are essential attributes;

– Strong and demonstrable Customer focus with strong analytical capabilities

– Ability to work under pressure and demonstrably action orientated;

– Language knowledge: Fluent in English (speaking / writing), other languages an advantage;

– Must be willing to work on permanent US Business Hours

Ubicación: San José

Fecha del trabajo: Sat, 18 Nov 2023 23:46:00 GMT

Asistente De Mercadeo. ( Aplicar Solo Si Cumple Con Requisitos)