IT Client Service Owner, German Speaker - Granada, España - Alight

Alight

Empresa verificada

Granada, España

hace 1 semana

Publicado por:

Isabel García

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Descripción

Overall Responsibilities / Role Overview

Department:

Application Services Delivery

Job Title:

IT Client Service Owner

Job Location:

Granada

Reports To:

IT Client Service Owner Lead

Summary:

The ITCSO will be responsible for the operational part of the implemented ITIL processes supporting Alight Global Technology and Applications Support Services.

The primary objective is to be operational responsible for the service provided.

An ITCSO should be the link between all our support teams to increase the service we provide to our customers, being the coordinators, unlockers and "translators" between technical teams and the business.

Duties (include but are not limited to)

Administer and manage release processes for the progression of Deployment Services projects.
Perform daily and weekly tasks such as creating reports, periodic system checks, etc.
1st Line support, reporting, prioritizing, analyzing and resolving faults to resolution
Hierarchical escalation and proper follow up
Assesses Incident and Changes Request (tickest) ownership and follows up on action
Service Level Agreement (SLA) monitoring
Responsible for compliance (internal and external) tasks.
Validation of Release management tasks
Ensure accurate documentation is maintained
Incident Management (classification, prioritization)
Case Management
Catch and dispatch
Highlight identified process improvements.

Competencies
- **Initiative**: Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development. Seeks and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.
- **Interpersonal Skills**: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
- **Problem Solving/Analytical Skills**: Breaks down problems into smaller components, understands how to underlie issues; can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
-
People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility / opportunity.
- **Results Focus**: Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership / motivation.
- **Decision Making / Judgment**: Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.
- **Managing Conflict**: Listens well, diffuses conflict before it starts, find the causes of and solutions to problems, handles difficult people.

Education / Experience / Skills

Education to University degree level.
Coordination, organization, prioritization and multitasking
ITIL Service Delivery qualification is highly appreciated
Windows 2003 / 2010 experience.
Strong Problem Solving/Analytical Skills breaking down issues into smaller components
Ability to communicate fluently in English and _(include special language requirements)_ (verbally and written) technical information to all levels.
A positive personality and excellent communication skills, both written and oral, are the key attributes as is the willingness to continue to learn
Problemsolving skills
Proven ability to follow processes, as well as identifying process improvement opportunities
Energetic and friendly, upbeat telephone personality, positive "cando" attitude
Team player in an international environment.

Language

Required:
English

Spanish

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French

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German

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We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.