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.

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