Process Manager - Monterrey, México - Atos

Atos

Empresa verificada

Monterrey, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Publication Date:

May 17, 2023

Ref

No:
480295

Location:

Monterrey, Nuevo Len, MX, 66490

The future is our choice

At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space.

Together we bring the diversity of our people's skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

Request Manager

Manage the Service Request or Service Catalog for the Client by identifying opportunities to introduce request process automation and improvements.

This is accomplished by working with Quality Management, Atos Managers, SDMs, Service Owners, Tower Leads and ITSM Tooling Team and Clients.

Implement Request Fulfillment process, policy, rules and guidelines as set forth in document "ASP-WSD-0023 Standard Service Request Process and Procedure Description upd.2020".

Manage the smooth operation of Service Requests, such as, managing the Backlogs, ensuring SLAs are reported and targets met and by monitoring the performance of the Service Catalogs.

This is accomplished by teaming up with the Group Managers, SDMs, Tower Leads and Clients and conducting report analysis regularly.

Attend Daily Service Review (DSR) meetings.

Assist with escalations as needed.

Assist the tooling team GTS and Engage ESM, Clients, Service Owners and Group Managers with Service Catalog Hotfixes and Enhancements.

Generate Reports, dashboards and presentations and work with Report contacts to identify trends and improvement opportunities.

Train Clients, Group Managers, Group Members (ServiceNow Fulfillers), SDMs, PMs, Tower Leads on how to manage Service Request using ServiceNow.

Document instructions to support the Service Catalog.

Conduct regular ticket hygiene audits, ie: ensure members are assigned to tasks, status on tasks entered appropriately, tasks are updated, and reassignments of tasks to other groups are not excessive.

Promote customer satisfaction through responsiveness and service quality.

Participate in Continued Process Improvements, Quality GCSIR reporting, and Internal ISO Audits when necessary.

Assist Clients, Atos Account Management, Service Owners and Group Members with any Service Catalog concerns or questions.

Assist Project Managers with new client account Transformation / Transition activities to ensure transition is aligned with Request Fulfillment governance

Including:

Contract Review, delivery of the Service Delivery Manuals (SDRM), Gap Analysis, attend Service Catalog changes and development meetings, etc.

Cooperate with other Process Owners, such as, Incident and Change Managers in order to ensure quality of service.

Useful skills:
ServiceNow, MS Excel, and MS PowerPoint - these tools are utilized to manage the Service Catalogs

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.

Choose your future. Choose Atos.