About Softtek Founded in 1982, Softtek is a global provider of process-driven IT solutions with 30 offices in North America, Latin America, Europe, and Asia. With 15 Global Delivery Centers in the U.S., Mexico, China, Brazil, Argentina, Costa Rica, Spain, Hungary, and India, Softtek helps improve and produce predictable outcomes for top-tier corporations in over 20 countries. Softtek is the creator and a leader of the nearshore industry. For more information on what we do, who we are, and career opportunities, visit ***.*******.*** Requirements Must have experience: 5+ years with: Responsibilities: BAU Activities ServiceNow Jira Maintaining business operations: Ensuring smooth day-to-day operations of the organization by coordinating activities across various teams and departments. This includes monitoring and addressing any issues or bottlenecks that may arise. Change Management: Ensuring that changes to the IT platforms are implemented smoothly and minimizing disruptions to business operations. This involves coordinating change requests, assessing their impact, and managing the change approval process. Incident and Problem Follow-up: Coordinating the resolution of incidents and problems related to the Platform in conjunction with IT. Ensure IT SLA and produce the proper escalations. Make monthly reports to the manager regarding production and gaps of the platform. Platform Continuous Improvement: Identifying areas for improvement in the IT platforms and driving initiatives to enhance their performance, reliability, and user experience. This involves staying up-to-date with industry trends, evaluating new technologies, and implementing best practices. Process Improvement: Identifying opportunities for process improvements and efficiency enhancements in BAU activities. This involves analyzing existing processes, conducting root cause analysis, and implementing changes to optimize productivity and quality. Documentation and Knowledge Management: Maintaining proper documentation on IT platform configurations, procedures, and troubleshooting guides. This includes documenting changes, updates, and known issues, and ensuring knowledge sharing among team members. Platform User Support and Training: Providing support to platform users, addressing their queries or issues, and facilitating training sessions to enhance their understanding and effective usage of the platforms. Monitoring and Reporting: Tracking and monitoring key performance indicators (KPIs) and metrics to measure the performance of BAU activities. This involves collecting data, analyzing trends, and preparing reports to inform management about the overall performance and identify areas for improvement. Risk Management: Identifying and assessing potential risks or challenges that may impact BAU activities. This includes developing risk mitigation strategies, implementing controls, and ensuring continuity of operations in the event of disruptions or emergencies. Training and Development: Identifying training needs and providing support to employees to ensure they have the necessary skills and knowledge to perform BAU activities effectively. This may involve developing training programs, conducting workshops, and providing ongoing coaching and feedback. Documentation and Compliance: Ensuring proper documentation of BAU activities, processes, and procedures to facilitate knowledge sharing and compliance with regulatory requirements. This includes maintaining standard operating procedures, updating documentation as needed, and conducting internal audits to ensure compliance. Customer Service: Ensuring excellent customer service by addressing customer inquiries, resolving issues or complaints, and providing timely and accurate updates. This involves establishing effective communication channels and maintaining strong relationships with customers. Continuous Improvement: Continuously reviewing and evaluating BAU activities to identify areas for improvement and implementing changes to enhance efficiency, productivity, and customer satisfaction. Required Languages English Advanced 80 - 95 % Possible Job Location(s) Remote, Colombia. #J-18808-Ljbffr
