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# IT Client Service Owner, Associate

- **Company:** SITA Switzerland Sarl
- **Location:** Madrid, Spain
- **Salary:** €30,000.0 - €35,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Microsoft Windows, Cloud Computing, Databases, Disaster Recovery, Microsoft Robotics Developer Studio, Object-Oriented Software Development, Power BI, SAP (Applications), Microsoft Power Automate, Sap Business Objects, Integration Tests, Information Technology, Performance Monitor, Tools for Reporting, Servicenow
- **Published:** July 17, 2026
- **Apply:** https://www.adzuna.es/contact-us.html

## About the Role

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 & Experience
· University 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 2003/2010, 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.
Language
· English - required
· Spanish - Add on
· French - Add on

## Description

· Monitor SNOW 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 SNOW 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., SNOW 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.


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