IT Client Service Owner

Responsibilities

• Monitor ServiceNow tickets daily to ensure SLA adherence, manage high-priority incidents, and address aging cases.
• Act as the first level of escalation for technical tickets and coordinate remediation with internal teams and clients.
• Administer ServiceNow CSM functionalities, including account creation, SLA configuration, and external contact management.
• Oversee ITIL process compliance, including approvals for changes, releases, and emergency CABs.
• Prepare Monthly Service Reviews, Global Status Reports, and maintain dashboards for KPI tracking and BAU operations.
• Support audits (such as SOC1) by collecting evidence and participating in interviews.
• Coordinate system maintenance, database upgrades, and disaster recovery testing.
• Provide project support for client onboarding, integration testing, and ServiceNow upgrades.

Requirements

• University degree in IT, Computer Science, Business Information Systems, Engineering, or a related field.
• Proven experience with ServiceNow administration and ITIL processes.
• Proficiency with Windows environments (2003/2010).
• Strong knowledge of Microsoft Power Platform, specifically Power BI and Power Automate.
• Strong understanding of reporting, KPI tracking, and data-driven decision-making.
• Fluency in Spanish is required.
• Proficiency in English is desired.

Preferred Qualifications

• ITIL Service Delivery qualification.
• Experience with predictive analytics tools or systems like Intelligent AMS.
• Knowledge of 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 people, payroll, and technology leader simplifying international workforce management. Operating in over 180 countries, we design and deliver people-first solutions powered by cloud-based technology to help organizations grow and enable workforces to perform at their best.