Key Responsibilities:
1. Service Coordination & Operations Support
o Manage and assign incoming service requests via ServiceNow, ensuring timely task completion by the engineering team.
o Take ownership of operational scheduling to and ensure smooth coordination.
o Collaborate closely with the team leader to align task management with broader service goals.
2. Process Development & Optimization
o Build and refine SC workflows to align with business needs and improve operational efficiency.
o Collect feedback from internal teams and customers to identify process gaps and implement improvements.
o Contribute to creating standardized operational practices that can be applied across international teams.
3. Technical & Operational Support
o Handle complex technical inquiries and service requests that do not require field engineers.
o Act as the go-to resource for escalated issues from junior team members.
o Monitor and maintain systems knowledge across multiple customer environments to ensure smooth operations.
4. Documentation & Knowledge Management
o Develop and maintain process documentation, including service workflows and customer-specific requirements.
o Build a knowledge base for the SC team to improve efficiency and reduce service gaps.
o Share knowledge and best practices across international teams to align global standards.
5. Future Growth & Leadership Potential
o Work closely with the current team leader to develop the skills and knowledge needed to step into a leadership role in the future.
o Provide mentorship and guidance to junior team members to enhance their capabilities.
o Contribute to strategic discussions and align with long-term service delivery goals.
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Requirements:
• Education: Bachelor’s degree in IT, Business Administration, or a related field.
• Experience:
o 5+ years of experience in service delivery or support center operations.
o Proven ability to build workflows from scratch and implement improvements.
o Strong technical understanding to troubleshoot and manage service-related tasks independently.
• Skills & Abilities:
o Excellent English communication skills, both verbal and written.
o Strong organizational and multitasking abilities.
o High initiative and problem-solving capabilities to manage operational challenges effectively.
o Experience with ServiceNow or similar platforms is a plus.
o Ability to develop and maintain structured documentation.
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Preferred Qualifications:
• Experience working in an international environment with cross-cultural teams.
• Knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Previous exposure to remote and field engineer coordination is an advantage.