Service Management Analyst

Unisys; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A global IT solutions provider in São Paulo, Brazil, is seeking a Configuration Management Specialist. The successful candidate will oversee configuration processes, ensure adherence to ITIL standards, and facilitate communication between support teams and clients. Candidates should possess at least a Bachelor's degree and 2 years of relevant experience. The role emphasizes process quality, training, and proactive problem management, contributing to a secure technological environment.

Qualificações

• Minimum of 2 years of relevant experience in configuration management or related field.
• Understanding of service support requirements and KPIs.

Responsabilidades

• Act as primary contact for configuration management and related processes.
• Monitor SLA performance and manage service support.
• Conduct training and mentoring for functional teams.

Conhecimentos

Basic understanding of ITIL V3 processes

Basic verbal communication skills

Basic written communication skills

Formação académica

Bachelor's Degree

Equivalent combination of education and work experience

Descrição da oferta de emprego

We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world.

Enhancing people's lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work.

Our success is a direct result of the work of our people who live and breathe our Core Beliefs.

Simply put, we believe in better lives.

Join us!

Learn more about Unisys and our key solution offerings : Unisys, Stealth, CloudForte®, InteliServe

What success looks like in this role :

Primary point of contact for Configuration Mgmt, Hardware and Software process and related questions or issues and facilitates process related meetings such as Weekly Asset & Configuration Mgmt meeting (weekly / monthly) for assigned client(s).

• Adheres to all contractual, regulatory and data privacy restrictions for assigned clients.
• Responsible for process quality through daily cadence review of Config, Asset and Software Dashboards (SLAs, KPIs) and follow up with additional members of the ACM team.
• Ensures contractual service support requirements are understood and managed.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
• Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
• Presents operational and service level reports and explains service level support available to internal or external customers for client supported.
• Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
• Reviews incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines
• Keeps current with upgrades and versions to supporting tools.
• Identifies key Knowledge gaps and proactively works to document and communicate to ACM Knowledge Mgr.
• Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues related to Configuration, Hardware Asset and Software Asset compliance, integrations, and Discovery
• Works closely with ACM Practice Leads, ACM Operations and Service Delivery Managers to proactively monitor SLA performance and report on them accurately.

You will be successful in this role if you have :

• Bachelor's Degree and a minimum of 2 years of relevant experience or equivalent combination of education and work experience.
• Basic understanding of ITIL V3 processes and principals.
• Basic verbal and written communication skills.
• Non Customer Facing

Notice For U.S. Applicants : Unisys is an Equal Opportunity Employer - Minorities / Females / Veterans / Individuals with Disabilities / Sexual Orientation / Gender Identity