It Client Service Owner

About StradaAt Strada, possibility isn't just a promise - it's the foundation of everything we do.We simplify international workforce management across 180+ countries with cloud-based people-first solutions.Duties1.Customer Service & Ticket Ownership- Monitor ServiceNow tickets daily: SLA adherence, high-priority tickets, aging/inactive cases, security incidents.- Act as 1st level of escalation for tickets, including ping-pong tickets.- Review tickets with internal teams and, in specific cases, with clients (e.G., PPS model).- Ensure timely remediation of recurring issues and follow up on escalated topics.2.ServiceNow Administration & ITIL Processes- Manage CSM functionalities: account creation, SLA configuration, external contacts, internal TSL.- Oversee approvals: ARC, ECABs, Releases, CHGs, ensuring ITIL process compliance.- Maintain dashboards, reporting, and technical SLAs for Business Objects and MSRs.3.Reporting & Analytics- Prepare Monthly Service Reviews, Global Status Reports, ad-hoc and scheduled reports.- Monitor internal and 3rd-party KPIs to support data-driven decisions.- Maintain dashboards and reporting for hypercare, SLA compliance, and BAU operations.4.Audits & Compliance- Support SOC1 and other audits (e.G., KPMG), including account-specific questions, interviews, and evidence collection.- Ensure proper documentation of processes and adherence to internal/external compliance requirements.5.Maintenance Coordination- Coordinate system and database upgrades, euHReka patches, HRSPs (SAP Standalone), disaster recovery tests, and RCA follow-ups.6.Project Support- Provide limited support during project phases (0.1 FTE) including ServiceNow tasks, onboarding, approvals, and integration follow-ups.- Assist onboarding, training preparation, SLA setup, customer contacts, and integration tests during project phases.- Participate in project calls as needed (e.G., ServiceNow upgrades, client onboarding, global integrations).7.Communication & Stakeholder Management- Communicate system maintenance calendars, planned releases, emergency maintenance, and major incident escalations.- Coordinate service review meetings and act as global project coordinator for BAU initiatives.- Liaise with internal teams, clients, and TSI to ensure alignment and timely updates.8.Deployment Support- Support transport management, OOPS resolution, and Workbench coordination.Competencies- Initiative- Tackles problems and takes independent action.- Seeks new responsibilities, acts on opportunities, and generates new ideas.- Practices self-development, accepts feedback, and turns mistakes into learning opportunities.- Proactively identifies automation and process improvement opportunities.- Interpersonal Skills- Builds strong relationships and listens actively.- Flexible, open-minded, negotiates effectively, and handles constructive criticism.- Effective global communication for collaboration with technical teams, business stakeholders, and clients.- Problem Solving / Analytical Skills- Breaks down problems into smaller components and simplifies complex issues.- Understands critical details vs. unimportant facts.- Interprets data and drives insights from reporting tools, dashboards, and predictive analytics (Intelligent AMS).- People Development- Provides feedback and coaching, rewards hard work and risk-taking.- Mentors others and challenges employees to develop new skills.- Encourages knowledge sharing and visibility across the team.- Results Focus- Targets and achieves results, sets challenging goals, and prioritizes tasks effectively.- Overcomes obstacles, accepts accountability, and provides leadership/motivation.- Applies proactive problem-solving to improve SLA adherence and operational efficiency.- Decision Making / Judgment- Makes timely and informed decisions, using consensus when possible.- Recognizes problems, gathers relevant information, addresses root causes, and communicates decisions clearly.- Supports adoption of new tools, automation solutions, and process improvements.- Managing Conflict- Listens well, diffuses conflict before it starts, and identifies solutions to issues.- Handles difficult people and challenging situations effectively.- Technical Adaptability & Data Mindset- Comfortable learning and implementing new tools, platforms, and automation solutions.- Understands Power Platform, workflow automation, dashboards, KPI tracking, and predictive operations (Intelligent AMS).- Leverages technology to drive operational excellence, improve decision-making, and enable proactive service management.Education & ExperienceUniversity degree or equivalent experience in IT, Computer Science, Business Information Systems, Engineering, or related fields.ITIL Service Delivery qualification preferred.Proven experience with ServiceNow, Windows ****, and cloud-based reporting tools.Power Platform knowledge: Power BI, Power Automate, Excel WorkPackages, MyReporting Tool, and other automation tools.Experience with predictive analytics tools or systems like Intelligent AMS is a plus.Strong understanding of reporting, KPI tracking, dashboards, and data-driven decision-making.Ability to quickly learn and implement new technologies, processes, and automation solutions.LanguagesEnglish - desiredSpanish - requiredFrench - desiredGerman - nice to haveBenefitsAt Strada, we support your whole self-offering a range of benefits for your health, wellbeing, finances, and future.These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.EEO & DiversityStrada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics.We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices.Applicants may request a reasonable accommodation by contacting their recruiter.DisclaimerNothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities, including but not limited to subsidiaries, partners, or purchasers of Strada business units.Work AuthorizationTo be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.#J--Ljbffr

Leverages technology to drive operational excellence, improve decision-making, and enable proactive service management.Education & ExperienceUniversity degree or equivalent experience in IT, Computer Science, Business Information Systems, Engineering, or related fields.ITIL Service Delivery qualification preferred.Proven experience with ServiceNow, Windows *********, and cloud-based reporting tools.Power Platform knowledge: Power BI, Power Automate, Excel WorkPackages, MyReporting Tool, and other automation tools.Experience with predictive analytics tools or systems like Intelligent AMS is a plus.Strong understanding of reporting, KPI tracking, dashboards, and data-driven decision-making.Ability to quickly learn and implement new technologies, processes, and automation solutions.LanguagesEnglish - desiredSpanish - requiredFrench - desiredGerman - nice to haveBenefitsAt Strada, we support your whole self-offering a range of benefits for your health, wellbeing, finances, and future.

These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.EEO & DiversityStrada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices.