IT Client Service Owner

Job Description

Job Responsibilities include:Assesses ticket ownership and follows up on actions Ticket Ownership is a shared responsibility (following the end-to-end ticket flow) ITCSO should challenge the priority, check and correct categorization ITCSO will assign the tickets to the corresponding AS group and will follow up on unassigned tickets. Check attachments and verify whether ticket is a valid change or incident Make sure that proper explanation is provided in the ticket when it is transferred to another assignment group. Main items to follow up are: Unassigned tickets Inactive tickets Aging tickets Out of SLA tickets About to Breach ticketsFollow up with individuals to make sure everybody adheres to established ticket compliance proceduresITCSO will schedule and chair ticket review meetings to ensure tickets are being managed properly based on prioritization and needs of the businessResponsible for providing the Stakeholders updates with pre-defined reports Monthly Tickets Open, Closed, Aging, Backlog Monthly SLAsMonitors with SLAs, as indicated in each account contract and follows up with the teams accountable to ensure the SLA s do not breach; and delivery dates are provided for tickets that are about to breach or out of SLA terms.Ensures timely delivery of change requests, after the Change Request Form is complete, as per the Change Management process. Chase Delivery Lead s for estimations Assists with change request approval process and monitors delivery of change requests Inform requestor on progressFollow up on status for delivery delays and related causes1st escalation point for tickets related topics Correct escalation procedures should be followed (i.e. Major Incident Process or standard escalation path).Ensures clients documentation is maintained and updated by the technical resources and/or Delivery Team Leads/SPOCs. Some examples, not limited to the items below: Change Request forms Incident Forms Questionnaires & Blueprints Functional/Technical Specification DocumentsSeverity 1 and 2 Process according to the Incident Handling Process.Ticketing Tool management and its corresponding processes Assess ticket ownership. Update the stakeholders SLA monitoring Change Request Delivery Follow up on status and delivery delays Act as first escalation pointResponsible for coordinating and documenting Incident Reporting (RCA), execution of Dashboards and Reports on DemandResponsible for SOC1 tasks assigned Change Management Controls Computer Operation Controls Annual External AuditProvide feedback on Process Improvement initiatives when ITCSO perspective is needed.Responsible for coordinating and documenting requisition of account staff together with ITCAM, Project Manager, Solution Architect and with Planning Officer where appropriate.Maintain Internal GTAS Trusted Source List in SNOW with approval of the ITCAM.Required Education and Experience: Bachelors degree Graduation (Mandatory) At least 2 years job experience in the IT Service Management related field Good working knowledge of standard change , Incident and Problem Management practices and methodologies Is ITIL certified or has good knowledge of ITIL framework, is preferred Able to work after hours and weekend work, when required Excellent written and verbal communication skills Proficient computer skills - MS Office apps (Word, Excel, PowerPoint, etc.) A self-motivated, quick learner with strong decision making skills Works and interacts well with others at all levels,

Keyskills :
office appsslachange managementincident handlingitil frameworkitil certifieditilchange requestsproblem managementservice managementms officeit service managementincident reporting