> Markdown version of [/jobs/ext/491648-it-client-service-owner](https://www.wearedevelopers.com/jobs/ext/491648-it-client-service-owner). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Client Service Owner - **Company:** Strada Global - **Location:** United States - **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:** June 7, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=580b61c87b761bd9 ## About the Role Do you have experience in Employee relationship building?, 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)., * 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 - desired * Spanish - required * French - desired * German - Nice to have ## Description Duties (include but are not limited to) 1. Customer Service & Ticket Ownership * 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., * 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., Anticipate Customer Needs - We stay ahead of trends so our customers can grow and succeed. Own the Outcome - We take responsibility for delivering excellence and ensuring things get done right. Challenge Ourselves to Work Smarter - We move faster than the world around us to drive change and accomplish more. Empower Each Other to Solve Problems - We tackle challenges head on, ask tough questions, and collaborate to find the best solutions. Care About Our Work - We understand that what we do impacts millions, and we have a responsibility to get it right. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)