INCIDENT %26 REQUEST MANAGEMENT SPECIALIST (AMERICAS)

Incident & Request Management Specialist (Americas) - (Job Number .
) * About UsWSP is a global leader in engineering and professional services.
We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide.
In order to achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program.
This role is part of the Americas Hub, reporting to the IT Service Manager.
osition SummaryThe Incident & Request Management Specialist ensures the effective handling of Incidents and Requests by operations in order to improve business productivity and enhance user-experience.
* Job Responsibilities .
esponsibilities of this role include (but are not limited to) .
upport the ticket management processes, liaising with Service Desk queue managers to coordinate efforts for the resolution of Incidents and the fulfilment of Requests in accordance with Service Levels.
nterface with Assignment Group Managers to ensure across team coordination where required and remove roadblocks to effective ticket handling, e.
., prevent multiple ticket reassignments, avoid tickets being assigned back to Service Desk for more information, educate to ensure the correct information is recorded in tickets to aid resolution, ensure correct application of ‘3-strikes rule', reduce ticket backlogs, etc.
nsure ‘Best Practice' is followed to ensure effective tickets updates to end-users, correct behaviours and drive improvements where required to ensure a positive user-experience.
nsure the operational teams are documenting and sharing Knowledge with the Service Desk to drive up first contact resolution.
rioritise escalations for Incidents & Requests, ensure effective communication and engagement with end-users.
ct as a point of contact for ‘Excom' level escalations that may be triggered through Business Partners or direct to Hub Leaders (for example).
wn service complaints, address through the appropriate channels and ensure effective follow-up/engagement.
ollow-up on C-SAT feedback to address issues on behalf of users and/or to share positive feedback in alignment with ITSM practices.
nsure effective Incident Management communication is in place and effective using standardized templates for consistency (for both IT and end-user communications).
n support of Assignment Group Managers and assignees, make sure Incidents are reprioritized as required as the impact and/or urgency of an issue increases (and vice versa).
hrough local governance and by preparing detailed operational metrics analysis, (using PowerBI dashboards as the single source of truth), highlight operational gaps and issues that require focus, ensure these are addressed as required.
here processes and/or operating procedures may need adjusting to drive improvement, raise as required to ITSM Practices and provide feedback/inputs as necessary.
upport transitional activities as required as operations are internalized.
kills and Qualifications .
equiredA clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
-6 years of experience working in an ITIL aligned operational role (Incident Management or similar).
olid knowledge and experience of ServiceNow.
nthusiasm and dedication to drive continual improvement and, or change.
xcellent analytical and communication (both verbal and written) skills.
xperience of working to (and exceeding) Service Level Agreements.
rocess orientated with a methodical and planned approach to achieving goals.
bility to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting excellent communication and influencing skills.
e comfortable with ambiguity, thrive on change and engender a collaborative approach.
ct as an advocate for the IT Organisation both externally and internally.
xcellent written and spoken English is required, with additional competency in French or Spanish as an asset.
referredBachelor's degree in Information Technology or a related field.
olombiaChile, Brazil, Mexico, Panama, Argentina, Trinidad and Tobago, PeruFull-timeRegular10May PM |