Job Summary: A professional who will provide support in management roles during vacation periods, ensuring service continuity, SLA compliance, and document management. Key Highlights: 1. Key supporting role in service continuity 2. Knowledge and Quality Management 3. Use of ITIL best practices **Job Objective:** Provide management support during the vacation periods of Request, Knowledge, and Quality Managers to ensure service continuity, compliance with Service Level Agreements (SLAs), timely case tracking, and appropriate document and knowledge management. **Academic Qualification:** Bachelor's degree in Systems Engineering, Telecommunications, Electronics, or related fields. **Experience** * Minimum three (3) years of experience in management roles and request tracking, knowledge management, and quality management. * Experience in user support and handling service management tools. **Specific Knowledge** * Requirement management following ITIL best practices. * Knowledge and experience in knowledge management. * Managing, coordinating, and tracking service requests. * Creating, updating, and administering knowledge bases. * Ensuring compliance with established quality standards for IT service management through monitoring, evaluation, and continuous improvement of Incident and Request processes. * Generating reports on the status, usage, and updates of the knowledge base when required. * Tracking management indicators and SLA compliance. * Proficiency in service desk tools. **Work Location:** 100% on-site, Monday through Saturday.
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
