Job Description

Duties (include but are not limited to)

  • 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.
  • 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.
  • Reporting & Analytics
  • Prepare Monthly Service Reviews, Global Status Reports, ad-hoc and scheduled reports.
  • Monitor internal and 3rd‑pa...

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