Incident Manager French & English

Timişoara - Romania

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Main responsibilities of the roles are:

To analyse data extracted from ITSM (ServiceNow) whether already transformed (PowerBI Excel ServiceNow reports) or in raw form.
To identify blocking points and improvement opportunities in the way end-user support is delivered not only within the companys perimeter but with a global view across all support teams.
To identify potential candidates for Shift Left Self-Help or automation initiatives.
To control and monitor support teams backlogs raising alerts on issues such as ping-pong tickets aging tickets or recurrent bottlenecks.
To liaise with support teams to understand how they operate and to detect possible improvements in ITSM workflows communication and processes.
To collaborate with Everience Romania Knowledge Managers to highlight knowledge gaps or improvement areas that could lead to a higher resolution rate for companys support teams acting within this scope.
To prepare and draft PowerPoint presentations for customer meetings reporting or governance sessions.

Qualifications :

Knowledge of French (min. B1 level) and English (min. B2 level).
Experience with ServiceNow reporting and ticket handling.
Intermediate Excel knowledge.
Strong analytical skills.
Basic Power BI knowledge is considered a plus.

Additional Information :

What we offer:

Competitive salary
Performance bonus
Expense account for holidays
Meal tickets and gift vouchers
Training opportunities
Regina Maria medical package
Extra vacation days
Fruits on the house

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All our positions are open to people with disabilities

Remote Work :

Employment Type :

Full-time

Main responsibilities of the roles are:To analyse data extracted from ITSM (ServiceNow) whether already transformed (PowerBI Excel ServiceNow reports) or in raw form.To identify blocking points and improvement opportunities in the way end-user support is delivered not only within the companys perim...

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About Company

EVERIENCE

Choose a job that makes sense EVERIENCE supports the companies digital transformation by combining the unique know-how of its teams with the most relevant technologies. Because the future of companies is closely linked to the success of its employees, EVERIENCE supports 1,200,000 u ... View more

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