Service Management Associate

Roles and Responsibilities:

• Manage IT services and support requests, ensuring timely resolution and stakeholder communication.
• Develop and maintain accurate records of service incidents, problems, and changes using ITSM tools like PMO.
• Collaborate with cross-functional teams to identify areas for process improvement and implement changes to enhance efficiency.
• Provide regular reporting on service performance metrics, identifying trends and opportunities for optimization.

Job Requirements:

• Excellent communication skills as this is a client-facing role.
• Proficiency in MS Office Suite, primarily MS Excel (including functions), PowerPoint, and Word.
• Knowledge of ITSM processes (Incident, Problem, Change).
• Experience in creating reports such as WSR, MSR, SMR, and QBR.
• Familiarity with PMO functions including billing, allocations, resourcing, and PCM.
• Understanding of Service Level Agreements (SLAs) and compliance tracking.