Service Process Controller for Request Management
Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. We use our experience and the power of ICT to shape the future of the global society together with our customers.
Fujitsu provides newest technologies and products for informatics and communication to clients in more than 100 countries. Using our many years of experience and innovation potential, we are committed to digital co-creation together with our customers. Fujitsu provides unique digital services that are designed to leverage connectivity and data-driven intelligence in order to empower people by delivering a truly human-centric value.
We are looking for
Miejsce pracy: woj. warmińsko-mazurskie
Key Accountabilities
- Follows established processes/ systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
- Documents actions taken to resolve enquiries.
- Takes ownership for documenting, and monitoring adherence to all account related processes.
- Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
- Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
- Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/ SLA.
- Monitors performance through statistical reporting and analysis.
- Analyses and identifies areas of improvement to the service to ensure customer satisfaction
- Prevents negative trends by properly raising and reacting to performance and progress gaps.
- Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
- Builds and enhances strong customer relationships and acts as an escalation point for the customer.
- Takes responsibility for learning about all current customer needs
- Control the resolution of requests to agreed service levels
- Act as point of escalation in dispute or uncertainty over appropriate resolver group for a request
- Act as point of escalation when closure of a request is disputed by the user
- Ensure the request process, procedures and work instructions are adhered to by all relevant parties
- Monitor and report on the effectiveness of the request procedures
Behavioral Competencies:
- Customer focus mind-set
- Stress and time pressure resistance - ability to work in tight deadlines and the ability to maintain focus whilst under pressure
- Creativity, proactivity and open mind
- Can do attitude
- Organizational and coordination skills
- Ability to identify problems and work to resolution (see things through) and to motivate others to complete tasks on time
- Team player attitude
- Assertiveness
Professional Competencies:
- Interest in IT operations/service management
- Proven ITIL related knowledge– will be an asset
- Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge
- Excellent communication skills (written / verbal)
- MS Office Skills
- Good English written and oral communication skills
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
Key Accountabilities
- Follows established processes/ systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
- Documents actions taken to resolve enquiries.
- Takes ownership for documenting, and monitoring adherence to all account related processes.
- Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
- Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
- Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/ SLA.
- Monitors performance through statistical reporting and analysis.
- Analyses and identifies areas of improvement to the service to ensure customer satisfaction
- Prevents negative trends by properly raising and reacting to performance and progress gaps.
- Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
- Builds and enhances strong customer relationships and acts as an escalation point for the customer.
- Takes responsibility for learning about all current customer needs
- Control the resolution of requests to agreed service levels
- Act as point of escalation in dispute or uncertainty over appropriate resolver group for a request
- Act as point of escalation when closure of a request is disputed by the user
- Ensure the request process, procedures and work instructions are adhered to by all relevant parties
- Monitor and report on the effectiveness of the request procedures
Behavioral Competencies:
- Customer focus mind-set
- Stress and time pressure resistance - ability to work in tight deadlines and the ability to maintain focus whilst under pressure
- Creativity, proactivity and open mind
- Can do attitude
- Organizational and coordination skills
- Ability to identify problems and work to resolution (see things through) and to motivate others to complete tasks on time
- Team player attitude
- Assertiveness
Professional Competencies:
- Interest in IT operations/service management
- Proven ITIL related knowledge– will be an asset
- Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge
- Excellent communication skills (written / verbal)
- MS Office Skills
- Good English written and oral communication skills
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
Zobacz podobne oferty
Service Process Controller for Release Management with English
Firma: Fujitsu Technology Solutions Sp. z o.o.
Lokalizacja: warmińsko-mazurskie
Coordination and management of the process related activities Process execution Development and understanding of the customers’ environment and service delivery requirements to enable the delivery of the service Following...
Opublikowano: 2022-05-14