• Ensure responsive support for business users (incidents and requests for service) at all sites.
• Handle business user’s complaints and conduct satisfaction surveys.
• Define the process strategy and assist with the process design.
• Sponsor, design, and manage process changes and improvements.
• Ensure the appropriate levels of documentation and communication.
• Periodically review and audit process compliance and performance
• Address process-related issues and review opportunities for process improvements.
• Ensure process resources have required knowledge to perform activities.
• Coordinate all process related activities and ensure activities are carried out as required.
• Appoint resources to the required roles and manage process resources.
• Identify process improvement opportunities for inclusion in the CSI register.
• Work with the CSI manager to prioritize process improvements.
• Make improvements to the process implementation.
Competencies & Skills
• B Sc. in computer science or engineering or equivalent
• ITIL operations certified at least
• Experience in implementing ISO 20000 and/or ISO 27001
• More than 7 years in end user support
• More than 2 years in ITSM process implementation
• Excellent communication and interpersonal skills.
• Experience in handling incidents, request for services and access requests
• Experience in handling support level agreement (SLA response and resolution)
• Experience in developing and maintaining service catalog,
• Experience in handling warranty and support agreements,
• Experience in conducting and analyzing the end user satisfaction surveys
• Saudi national is required
Functions : Human Resources
Industries : IT/Computers - Software, Real Estate
Skills/Roles I hire for: IT
level Hiring For: Junior Level, Mid Level, High Level, Top Management
Develop new customized modules Using Python Code Create new functional business modules Using Odoo Wizards Integrate Odoo with other web applications Using Web Services Edit existing Odoo modules Setup maintain and monitor Odoo servers Participates
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