RPA (advanced)
IT Support (advanced)
IT Service Delivery Analyst
Full Time / US-Remote
Role
You will be a key member of the IT Support team that delivers Happiness to our internal users. The IT Service Delivery Analyst is responsible for working with IT teams to provide timely analysis and recommendations to resolve internal issues.
This person will drive the development and implementation of robust self-service automation & process to ensure that high quality service is delivered to our internal users.
Qualifications
Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience
Minimum of 7 years of experience in providing technical support and delivering services to users in a fast pace and dynamic environment.
Minimum 5 or more years of direct hands-on experience in chatbot, robotic process automation (RPA) and self-service best practices
Passionate about technology enablement to drive solutions and deliver top notch user experience
Solid understanding of ITIL, ITSM and information security risk management framework
Working knowledge of Knowledge-Centered Service (KCS) methodology, UX design and search engine optimization (SEO) process
Familiarity with design and implementation of customer contact solutions to meet business goals and align with organizational priorities.
Strong analytical and quantitative skills with ability to use hard data and metrics to explain issues, drive recommendations and prioritization.
Excellent hands-on IT technical knowledge in Windows, Mac, G-Suite, Microsoft Office products, anti-malware, network, VPN, etc.
Responsibility
Responsible for working with IT leadership team to drive overall service delivery excellence.
Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.
Responsible for promoting and driving the self-service and automation of IT Requests and Services through the use of chatbot and RPA.
Responsible to coordinate delivery of services to internal users and work with cross-functional teams to ensure IT services are operational.
Partner with Technical Trainer and Technical Writer to create knowledge base articles for both the team and end-user
Monitor day-to-day support activities and escalations to drive and provide a strong customer service-oriented environment focused on problem prediction, detection and resolution.
Work with internal and cross-functional teams to ensure root cause is identified, action plans are developed and ensure timely follow-up on user issue resolution.
Proactively monitor ticket metrics and other reports to drive resolution and corrective action as needed.
Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.
Soft Skill Required
Demonstrated problem-solving skills with a high level of initiative and attention to detail and a strong focus on accuracy
Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other team members and employees.
Working knowledge and understanding of service management principles (incident, problem, change management).
Passionate about customer service and customer satisfaction.
Excellent business communication skills to effectively document results, instructions, and recommendations, with demonstrated ability to effectively communicate basic technical information verbally and in writing to non-technical personnel.
Excellent customer service skills to understand issues and provide solutions. Possess strong listening skill and empathy.
Able to diagnose complicated problems with users in a clear and precise manner. Always follow-up or escalate un-resolved issues to the next level in the team.
Technical Skills Required
Preferred ITIL or other similar IT process certifications.
Experienced in managing service SLA and KPI
Working and hands-on experience with Knowledge Centered Serice (KCS) Framework.
Working experience with HTML and search engine optimization (SEO).
Mastery in Excel and / or Google Spreadsheet to be able to generate data visualization and performance metrics results.
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