Service Desk Operations Analyst(Analyst Commodity Job Listing at Kelly Services in Barceloneta, Barceloneta (Job ID 9602785)

Description

Kelly® Science, Engineering, Technology & Telecomm  seeking  Service Desk Operations Analyst for contract position at Pharmaceutical client in Puerto Rico North area.
Job Description

• Manage the Service Provider to ensure day-to-day Service Desk operations and SLA's are being met.  Collaborate with the Service Provider in developing mitigation plans when SLA's are not being met.   
• Partner with the Service Management Office in the development, integration, direction and improvements of ITSM for the Service Desk.      
• Identify new areas of opportunity, such as Shift Left and Self-Help Solutions with potential benefits beyond the current organizational thinking.
• Provide tactical leadership for the LATAM Regional Service Desk.  Ensure the Service Desk is following all Customer required standard support processes.
• Entry point for all LATAM Service Desk projects and new business support requests.  Ensure full awareness and readiness to the Service Desk.  Track and report to senior leaders regarding status and any issues.
• Create AdHoc report and dashboards from ServiceNow for our users
• Facilitate and attend LATAM Regional meetings and workshops with our business partners and MSP as required.  
• Act as an escalation point to facilitate any incident or request related issues for our LATAM users.
• Responsible for the adherence and compliance for the Incident, Request and Knowledge Management processes used by the Service Desk.

Qualifications

• Candidates with experiences on job description requirements-  BD Information Technology education related
• Strong written and presentation skills.  Ability to present to senior level managers. 
• Demonstrate a strong working knowledge of a Service Desk organization, with at least 3-5 years in management experience.
• Understanding of Service Desk metrics and analytical skills to make improvements.
• Ability to work independently without direction for day-to-day activities.
• Demonstrate a strong Knowledge of ITIL best practices and ITIL Certification preferred.  Strong problem solving and troubleshooting skills. 
• Strong operational knowledge of ServiceNow specifically with the following modules, Interaction, Incident, Requests, Problem, reporting capabilities and dashboards.
• Proven ability to influence MSP's and Service teams to ensure optimal support and customer services always maintained.
• Ability to perform in a fast paced, multi-task environment.
• Drive solutions to their completion for improving customer support.
• A proven ability to identify and implement process improvements.
• Strong experience with the MS Office Product Suite
• Fluent in English and Spanish. 

What happens next: 
 Once you apply, you'll proceed to next steps if your skills and experience look like a good fit. But don't worry – even if this position doesn't work out, you're still in our network. That means our team of expert Science & Clinical recruiters will have access to your profile, making your opportunities limitless.



 

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Why Kelly® Technology?

Looking to put your tech expertise to work on today's most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you'll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world's most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, make an impact, and grow your tech career.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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