Area
Responsibilities
BAU/ 2nd line support (ITSM Tickets & queues)
* Reviewing, triaging and managing support tickets.
* Working with internal teams and our support partners to resolve and clearly communicate updates with business users.
* Review ITSM support queues daily, drive down backlog and aged of tickets.
* Review ticket quality – ensure all mandatory fields are filled in.
* Ensure clear ways of working and efficient approach to help tackle the backlog
* Understand business users needs and criticality of tickets to effectively prioritise own time and juggle tickets and issues from the business
* Establish and evolve relationships with key stakeholders - be the ‘go to person’ for selected issues, support or changes
* Set and manage expectations to support regional teams in their trading partner management/ communication and ensure clear information is shared with all key stakeholders in the trading partner set up process
* Partner with wider technology teams and be aware of and input into other changes
* Understand the underlying business processes that various applications support and combine that with an understanding of the technical aspect and processes as a whole.
Ways of working with external partner(s)
* Understand suppliers support contract & SLAs.
* Holding suppliers accountable to the agreed SLAs
* Attend weekly/ monthly service reviews, be the first line of contact for suppliers
* Escalating and communicating (as appropriate) where delivery doesn’t meet expectations/support model or where risks are impacting innocent business.
* (if required) Regular meetings/communication with vendors for outstanding actions on tickets/changes
* Monitor/evaluate supplier performance.
Service performance
* Create daily, weekly, monthly, annual reports
* Create dashboards
* Review ITSM queues daily
* Daily communication with business and users
Service Improvements & Documentation
* Identify opportunities for improvements
* Create self help guides for users
* Create process documents
* Create knowledge articles
* Create process documents
* Create reports to identify ‘top hitters’ – identify how to drive them down from source
* Reviewing and improving the internal process for prioritising tickets
Knowledge & Growth
* Open to learning new skills & systems (such as D365 & EDI)
* Demonstrate ability to apply acquired knowledge
* Continuously consider growth and learning plans