Oferta pracy

Service Process Controller - SACM

Fujitsu Technology Solutions Sp. z o.o.

  • Pomeranian

    Pomeranian
  • offer expired 3 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work, hybrid work
  • remote recruitment

Your responsibilities

  • Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.

  • Documents actions taken to resolve enquiries.

  • Takes ownership for documenting, and monitoring adherence to all account related processes.

  • Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.

  • Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.

  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.

  • Monitors performance through statistical reporting and analysis.

  • Analyses and identifies areas of improvement to the service to ensure customer satisfaction

  • Prevents negative trends by properly raising and reacting to performance and progress gaps.

  • Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.

  • Builds and enhances strong customer relationships and acts as an escalation point for the customer.

  • Takes responsibility for learning about all current customer needs

Our requirements

  • Interest in IT operations/service management

  • Proven ITIL related job experience (good to have, but not mandatory)

  • Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge

  • Ability to demonstrate Service Asset and Configuration knowledge

  • Excellent communication skills (written / verbal)

  • MS Office Skills

  • Good English written and oral communication skills

  • Benefits

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • remote work opportunities

  • integration events

  • extra social benefits

  • sharing the costs of tickets to the movies, theater

  • holiday funds

  • christmas gifts

  • employee referral program

  • charity initiatives