Beschreibung
Transition Manager with Service Now
You will assist the organization with the implementation and go-live of new 1st and 2nd level IT support teams and operating model. Afterwards, you will help in various other tasks including coordinating IT support services and monitoring performance and customer satisfaction levels.
Responsibilities:
- Act as focal point for customer liaison and provide an effective and efficient interface.
- Support supervisors and managers on operational, project and control function activities.
- Drive the efficiency and effectiveness of the incident, problem and request management processes.
- Assist with the implementation, review and reporting on agreed SLAs and KPIs.
- Monitor customer satisfaction and ratings. Develop appropriate action plans based on feed-back and customer satisfaction levels.
- Continuous improvement to the Incident management, reporting and trend analysis activities.
- Prepare relevant training and knowledge base material for 1st and 2nd level support teams.
- Ensure that the tools and equipment required to run effective 2nd level support activities are in place and maintained.
- Participate in Operational Readiness activities for new and existing products and services including the coordination of testing.
- Participate in Change Management activities.
Qualifications:
- 5+ years' experience in customer service, ideally in an international environment.
- 2+ years' experience in supervising a technical team of 4+ people.
- Strong Service Now experience.
- Excellent coordination, organisational and time management skills, accuracy, speed and attention to detail.
- Ability to effectively balance workload of providing excellent customer service while attending to on-going operational tasks.
- Strong communications skills to enable delivery of clear communication to different audiences, to manage customer expectations and service partner deliverables.
- Fluency in English.
- Previous background in 1st and/or 2nd level support is an advantage.
- ITIL qualification is considered a plus.
Start: ASAP
Duration: until 31.10.2021
Workload: %
Location: Basel, Switzerland
TEKsystems, an Allegis Group company. Allegis Group AG, Basel, Switzerland. Registration No. CHE-. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available.
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