HelpDesk Analyst in Barceloneta, PR

Hybrid 3 Days in the Office / 2 Work From Home

• This person will need to be able to present to senior leadership.  They will need to lead meetings and workshops to teach and explain any new rollouts or initiative. 
• This individual will be working and reporting to Hiring Manager in Chicago however will be on site in Puerto Rico.  They need someone who will help manage the helpdesk. 
• They will help with the day-to-day operations for the help desk.  They need someone who will identify problems and analyze and troubleshoot.  This is not answering the calls but more the oversight of the help center. 
• An example of a project that the current employee worked on in this role was an IT rollout.  So when a new IT initiative took place then the helpdesk is there is provide the necessary information and support.  This is NOT strictly IT--  it could be any initiative. 

• Identify a problem with ticketing not routing properly, how to onboard the HR initiative. This person would make leadership aware of any  issues they may find, oversee the updates and work on the change process. 
• They need to promote the Client culture across all the regions.  This team is very collaborative, and team focused and they work closely together. 

General Position Summary/Purpose:

Qualifications:

• Client experience a plus.
• Candidates with experiences on job description requirements/No specific education required.
• Strong written and presentation skills. Ability to present to senior level managers.
• Demonstrate a strong working knowledge of a Service Desk organization, with at least 3-5 years in management experience.
• Understanding of Service Desk metrics and analytical skills to make improvements.
• Ability to work independently without direction for day-to-day activities.
• Demonstrate a strong Knowledge of ITIL best practices and ITIL Certification preferred.
• Strong problem solving and troubleshooting skills.
• Strong operational knowledge of ServiceNow specifically with the following modules, Interaction, Incident, Requests, Problem, reporting capabilities and dashboards.
• Proven ability to influence MSP’s and Service teams to ensure optimal support and customer services always maintained.
• Ability to perform in a fast paced, multi-task environment.
• Drive solutions to their completion for improving customer support.
• A proven ability to identify and implement process improvements.
• Strong experience with the MS Office Product Suite
• Fluent in English and Spanish. Fluent in Portuguese is a plus.

Job Description specific for the LATAM Region:

• Manage the Service Provider to ensure day-to-day Service Desk operations and SLA’s are being met. Collaborate with the Service Provider in developing mitigation plans when SLA’s are not being met.
• Partner with the Service Management Office in the development, integration, direction and improvements of ITSM for the Service Desk.
• Identify new areas of opportunity, such as Shift Left and Self-Help Solutions with potential benefits beyond the current organizational thinking.
• Provide tactical leadership for the LATAM Regional Service Desk. Ensure the Service Desk is following all Client required standard support processes.
• Entry point for all LATAM Service Desk projects and new business support requests. Ensure full awareness and readiness to the Service Desk. Track and report to senior leaders regarding status and any issues.
• Create AdHoc report and dashboards from ServiceNow for our users
• Facilitate and attend LATAM Regional meetings and workshops with our business partners and MSP as required.
• Act as an escalation point to facilitate any incident or request related issues for our LATAM users.
• Responsible for the adherence and compliance for the Incident, Request and Knowledge Management processes used by the Service Desk.

What are the top 3-5 skills, experience or education required for this position?

• Fluent in English and Spanish (Portuguese is a plus)
• Demonstrate a strong working knowledge of a Service Desk organization, with at least 3-5 years in management experience.
• Strong operational knowledge of ServiceNow specifically with the following modules, Interaction, Incident, Requests, Problem, reporting capabilities and dashboards.
• Proven ability to influence MSP’s and Service teams to ensure optimal support and customer services always maintained.
• Manage the Service Provider to ensure day-to-day Service Desk operations and SLA’s are being met. Collaborate with the Service Provider in developing mitigation plans when SLA’s are not being met.

What is a nice to have (but not required) skill, experience, education, or certification?

• Fluent in English and Spanish. Fluent in Portuguese is a plus.

In what type of environment would this individual be working (i.e.: Team; Individual; type of office, etc.) ? Teamwork / Office

Daily Work Schedule Expectations Monday to Friday

Does this position offer the ability to work remotely on a regular basis or is it required to be onsite? YES

If remote opportunity exists what are the options (i.e., 1 day remote, 4 days on-site)?

• Hybrid 3 Days in the Office / 2 Work From Home

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