Quality Management and Service Transition Specialist - IT TSR
Continental AG
Timisoara, Romania
6 zile în urmă

A Quality Management and Service Transition Specialist has the following responsabilities :

  • Responsible for the C IN CS IT Service Desk Quality Management methodologies / processes;
  • Conduct internal ticket quality assessments using the Continental SD Audit Tool;
  • Analyze the results of the Ticket Quality Audit and provide recommendations for improvement
  • Track the End-user Satisfaction Survey results for the
  • Service Desk teams and analyze incidents with low ratings;
  • Execute the Service Desk Call Handling Quality Audit;
  • Support Service Transition by conducting call handling audit prior to the new service’s go-live;
  • Maintain the Service Desk Quality Handbook to ensure that changes are documented and communicated to the Global Service Desk teams;
  • Audit all tickets for those services with low FLR and propose improvement measures until KPIs are met;
  • Responsible for the smooth and effective transition of the new service to the Service Desk’s portfolio of supported services / applications;
  • Supports the Service Manager with taking over the new service and integrating it into the SD support portfolio;
  • Validate necessary documentation and trainings provided for the new service integration;
  • Monitor the development of the newly transitioned service / application within the Service Desk to ensure the KPI achievement and service quality;
  • Ensure that the operational processes and procedures for the new Service are well defined, documented and consistently applied by conducting targeted audits;
  • Provides continuous improvement inputs for the Service Desk Service Owner and Service Manager
  • Participates on behalf of the Service Desk organization in project activities for new services.
  • University degree;
  • Experience in IT field;
  • Knowledge of the IT support processes (e.g. Incident Management, Change Management);
  • Strong analytical skills and strong capabilities to analyze and solve unstructured problems;
  • Self-orientated and goal-driven working style ;
  • Flexible, open-mindedness, resilient, team player and intercultural competence;
  • Capability to present concepts to other employees
  • Fluent in English; German is a plus;
  • Good communication and customer orientation;
  • Ability to work autonomously as well as part of the team;
  • Willingness to travel.
  • Integration Program in a professional, young & dynamic team;
  • Competitive Salaries (based on performance) & Benefits;
  • Health & Wellness (Private Health and Dental Insurance, Sport activities etc.);
  • Professional Development Opportunities (in Technical and Managerial Area);
  • Stability;
  • International Work Environment & Traveling Opportunities;
  • Relocation Package for non-Timisoara residents;
  • Flexibility Program including flexible hours, mobile work and sabbaticals.
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