IT Client Service Management Associate

Responsibilities

• Monitor ServiceNow (SNOW) tickets daily to ensure SLA adherence, manage high-priority cases, and address security incidents.
• Act as the first level of escalation for ticket resolution and coordinate with internal teams and clients.
• Manage ServiceNow CSM functionalities, including account creation, SLA configuration, and external contact management.
• Oversee ITIL process compliance for approvals, releases, and changes (ARC, ECABs, CHGs).
• Prepare Monthly Service Reviews, Global Status Reports, and maintain dashboards for KPI tracking and SLA compliance.
• Support audits (e.g., SOC1, KPMG) by collecting evidence and providing necessary documentation.
• Coordinate system maintenance, database upgrades, and disaster recovery tests.
• Provide project support for onboarding, integration testing, and ServiceNow upgrades.

Requirements

• University degree in IT, Computer Science, Business Information Systems, Engineering, or a related field.
• Proven experience working with ServiceNow.
• Strong knowledge of Microsoft Power Platform (Power BI, Power Automate).
• Solid understanding of ITIL processes and service delivery.
• Experience with cloud-based reporting tools and KPI tracking.
• Proficiency in English (written and verbal).

Preferred Qualifications

• ITIL Service Delivery qualification.
• Experience with predictive analytics tools or Intelligent AMS.
• Knowledge of Spanish, French, or German.

Benefits

• Comprehensive health coverage and wellbeing programs.
• Paid leave, including vacation, sick, and parental leave.
• Retirement plans and financial support.
• Continuous learning and professional development opportunities.

About the Company

Strada is a global leader in people, payroll, and technology, simplifying international workforce management across 180+ countries. We design and deliver people-first, cloud-based solutions that help organizations grow and enable their workforces to perform at their best.