Service Desk Operations Specialist

hace 2 meses

Ciudad de México, Ciudad de México Essity A tiempo completo

About the Role

The Service Desk Operations Specialist develops and executes the service desk function for a large geographic area, working closely with service line operations teams to execute this function. This role contributes to the development of new and/or improved services, tools, and processes, and supports the service development team by collecting and transferring knowledge and turning that knowledge into continuous improvement.

Key Responsibilities

  • Develop and execute the service desk function for GBS SAS globally, working with service line operations teams to execute this function.
  • Use knowledge of all processes within the service line to implement solutions that meet and exceed the needs of stakeholders.
  • Respond to unstructured tickets from customers submitted to sourcing administration Service Desk within agreed timeframes.
  • Resolve as many within-scope tickets as possible, based on own and shared knowledge, as agreed with Service Excellence Manager and Service Desk Manager.
  • For items that cannot be solved immediately, diagnose and categorize the ticket, determine priority, and ensure the ticket is assigned to the appropriate resolving team/individual, handled in accordance with SLA.
  • Ambassador for ServEss (internal service management system) and other service management tools.
  • Follow Essity Security procedures.
  • Manage stakeholder requests in an effective way that ensures stakeholders' needs are met in a timely and effective manner.
  • Understand what solutions can be harmonized and what solutions need to be customized due to legal requirements, working to implement a harmonized way of working to the greatest extent possible.
  • Contribute to the development and implementation of new service management technologies such as ServEss.
  • Contribute to the development of new and/or improved services, automation possibilities, and processes.
  • Contribute to collecting and transferring knowledge and working to turn that knowledge into continuous improvement.
  • Work in close cooperation between different organizational units.
  • Responsible for establishing and maintaining effective communication with customers and key stakeholders, within matrix and own organization.

Requirements

  • Bachelor's degree in Finance or related field.
  • Minimum 3 years' experience in an accounts payable and/or service desk role, strongly preferred.
  • Strong knowledge of all areas within service desk responsibility.
  • Preferred system experience – SAP (R/3 and S/4), Invoice Track, Ariba, and Office 365.
  • Ideal analyst experience, preferably in a multi-cultural environment.
  • Flexible and adaptable to change and new systems and/or methods.
  • Understanding of business components and how they fit together.
  • Deliver with quality and speed, drive change and engagement, foster learning ability in self.
  • Global Perspective.
  • Embody and live Essity's Beliefs and Behaviors – Care, Courage, Collaboration, and Commitment.
  • Self-driven, communicates effectively, team player with proven ability in strong collaboration.
  • Fluent English.

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