Description
Goodbye grey clouds, hello blue skies!
1 x Service Management Asisistant is needed for a potentially long term contract in Valencia, Spain.
This is an English-speaking position within a multinational IT company. As the SMA you will be supporting a small team of Service Management specialists located across multiple locations. You will be expected to have a good understanding of ITIL Service Management and have strong communication skills with fluent English and a background in service desk or other support functions.
This is not a position for a Service Manager. Rather, it's for someone to work in the Service Management and Service Delivery environment on projects and work that will benefit the client in future. It means stakeholder engagement, paperwork and support. The role is most suited to a junior level person, someone looking to enjoy a good work/life balance, and someone that's local to the area or who's happy to relocate, live and work in Valencia.
Your main Service Management Admin duties will include:
- Assisting in updating the technical information database, the Configuration Management Database, Change Management workflow, CRM system, other Service Management related systems, procedures and operating level agreements.
- Assisting in drafting, developing or improving service policies, service reports or technical documentation.
- Following up customer complaints and incidents when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents.
- Assisting in training for supported systems or processes.
- Logging service calls and emails in the customer CRM system.
- Analyse and resolve incidents according to established operational procedures.
- In case of emergencies, provide support (either on-site or remotely using VPN connectivity) outside normal working hours.
- Provide standby and on-call support, if and when required.
- Work in shifts as part of an extended service coverage scheme, if and when required.
- Perform other duties as required.
- ITIL foundation certification or strong knowledge of the ITIL process.
- Experience in reporting or database querying (ie Transact SQL).
- Experience in working for a service provider.
- Very good English communication skills to manage relationships with customers and internal teams.
- Experience in drafting technical documentation.
- Degree in IT related area or relevant training in IT, preferably with diploma.
- At least two (2) years of experience in information technology including at least one year (1) working in an IT service provider (ie Service Desk, Application Support).
- Certification in ISO/IEC 20000 Foundation is ideal but not a requirement.
- Ability to live and work in Valencia, Spain.
Valencia is Spain's third largest city. It offers everything you can imagine of Spain: excellent weather, amazing beaches, fantastic food and most importantly, a very affordable cost of living. It has as an international airport with great travel links, modern and historic parts of town and a great social atmosphere. The location would suit anyone looking for a great work/life balance and someone that wants to enjoy the good weather and other benefits year round.
This is a competitive process so please respond to this advert ASAP with your CV and contact details if you are interested.