Impala Terminals: IT Application Support Coordinator
hace 6 meses
**Introduction**:
Impala Terminals Group facilitates the global trade of commodities by offering producers and consumers reliable and efficient access to international markets.
**We look for**:
Bilingual profiles (in English and Spanish) with more than 4 years of proven experience as Service Delivery Manager with Technical skills to setup an ITSM Tool.
Experience in ITIL Principles and projects, structured project governance besides working and coordinating with External Support Service providers
Profiles which have excellent interpersonal relations, communication, analytical thinking, problem solving, and trouble-shooting skills. Having the ability to deliver results is fundamental.
ITIL certification would be considered as a plus.
**Main responsibilities**:
Track and document the changes performed to the IT Ticketing Tool.
Train the new Support Analyst (Internal/External) on how to work with the new tool.
Design and maintain tracking tools/models which enable timely monitoring, measurement, analysis and forecasting, with an emphasis on high risk processes.
Fully responsible for the end-to-end strategies, delivery and support of the Back-Office systems.
Empowering the Support suppliers to better utilize existing skills and to develop new skills
Document and maintain up-to-date end-to-end process maps, folios and procedures, including the review of related policies/procedures to ensure full compliance.
Maintain an issues/action log for all open items/resolved issues and shares with the Support Suppliers as well as the management on a regular basis (minimum monthly) demonstrating progress on each item captured.
Work with various Support Vendors to review, refine and introduce process changes in implementing continuous improvements required to mitigate and/or monitor risks identified through tracking/analysis and/or issues log.
Maintain ownership of Support Processes and procedures.
Proactively identifies mediums for ensuring that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested.
"The present call comprises individuals registered in the National Register of People with Disabilities (Law 19.691), who meet the conditions and suitability for the position."
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