ITSM Process Coordinator - Domain Trainee - English
Bucuresti, Romania
6 zile în urmă

Interaction :

  • Works with Customer, Ops and GPL’s to understand contractual commitments, deal books and customer priorities;
  • Works with Ops leads and customers to craft, implement and drive allocated projects
  • Activities :

  • Acts as a primary source of management and partner information about the allocated IT Service Management process
  • Improves the effectiveness and efficiency of the process
  • Addresses any issues with the running of the process
  • Ensures all relevant staff have the required training in the process and are aware of their role in the process
  • Tracks and reviews tickets which are relevant for the allocated process
  • Liaises with all suppliers and partners to ensure IT Service Management activities are performed within service level agreement (SLA) targets and according to schedule
  • Raises process-related issues to the required level
  • Analyzes records to detect any problems or trends and proposes actions to resolve apparent weak areas in the allocated ITSM process
  • Reviews important metrics and takes any actions required following analysis
  • Clarifies and validates the business impact of a raised ticket
  • Supervises ticket resolution times as agreed in OLA or UC agreements
  • Coordinates and chairs teleconference bridges as required to ensure timely resolution of issue
  • Knowledge management

  • Build and execute training for team members whenever necessary and per request from manager
  • Review, update and maintain working procedures regularly
  • Other responsibilities

  • See opportunities for continuous process improvement and innovative solutions;
  • Report supplier metrics to client
  • Other activities as requested by the manager
  • Qualifications

    Minimum qualifications

  • University graduate (if in progress it can be accepted);
  • ITIL knowledge is required;
  • ITIL V3 Foundations Certification preferred;
  • Experience in Process Improvement Methodologies Lean, Six Sigma and / or Processes Re-engineering, others Application & Execution.
  • Preferred qualifications

  • Proactive with the ability to work both independently and as part of a team;
  • Problem solving attitude and client oriented;
  • Ability to handle client on one-on-one basis, via e-mails and calls;
  • Perseverance, emotional intelligence, diligence;
  • Responsible, mature and punctual behavior;
  • Able to cope and work in constantly evolving environments
  • Organized personality with attention to details, able to work simultaneously on different projects
  • Excellent interpersonal skills at all levels within Genpact, the customer organization and the customer’s suppliers and partners
  • What can we offer?

  • Attractive salary;
  • Stable job offers - employment contract
  • Work in a multicultural and diverse environment with employees from over 30 countries
  • Genpact supports professional tranings and great career development opportunities
  • Free access to our award-winning learning platform
  • Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
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