What success looks like in this role:
• Gains familiarity with service management concepts, practices and methodologies.
• With guidance, performs routine service management duties, including:
o Generating and distributing reports and/or providing dashboards for internal and Regular Clients,
o Assisting with Change, Problem, and other service management processes, and
o Performing routine Problem and Request management analyses.
• Maintains high standards of written communications.
• Reaches out to account representatives to understand service, reporting and other needs.
• Participate in a continuous service improvement program for in-scope ESM processes and services.
• Interfaces with internal resources to manage ESM processes on a day-to-day basis.
• Develops positive working relationships with internal account, service delivery and related teams.
• Ensures contractual service support requirements are understood.
• Escalates complex issues through the standard escalation process.
• Ensures that the ticket hygiene is maintained at high level.
• Develops and maintains positive working relationships with internal, support and client teams.
• Assists with special projects as assigned.
You will be successful in this role if you have:
BA/BS degree and 0-2 years’ relevant experience OR equivalent combination of education and experience