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ZOOM: SERVICE DELIVERY ANALYST

KMC Work Location: ARMSTRONG

Location: Makati City, Metro Manila

Date Posted: 2022-09-20

Hiring Organization: KMC Solutions | XTN-D7B0613

Career Category: Call Center Operations

The Purpose Driven Career Objectives of a Service Delivery Analyst

You will be a key member of the IT Support team that delivers Happiness to our internal users. The IT Service Delivery Analyst is responsible for working with IT teams to provide timely analysis and recommendations to resolve internal issues. This person will drive the development and implementation of robust self-service automation & process to ensure that high quality service is delivered to our internal users.

To apply for Service Delivery Analyst, you are excellent at:

  • Responsible for working with IT leadership team to drive overall service delivery excellence
  • Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.
  • Responsible for promoting and driving the self-service and automation of IT Requests and Services through the use of chatbot and RPA
  • Responsible to coordinate delivery of services to internal users and work with cross-functional teams to ensure IT services are operational
  • Partner with Technical Trainer and Technical Writer to create knowledgebase articles for both the team and end-users
  • Monitor day-to-day support activities and escalations to drive and provide a strong customer service-oriented environment focused on problem prediction, detection and resolution.
  • Work with internal and cross-functional teams to ensure root cause is identified, action plans are developed and ensure timely follow-up on user issue resolution.
  • Proactively monitor ticket metrics and other reports to drive resolution and corrective action as needed.
  • Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.

Your Success Profile includes:

  • Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience
  • Minimum of 7 years of experience in providing technical support and delivering services to users in a fast pace and dynamic environment.
  • Minimum 5 or more years of direct hands-on experience in chatbot, robotic process automation (RPA) and self-service best practices
  • Passionate about technology enablement to drive solutions and deliver top notch user experience
  • Solid understanding of ITIL, ITSM and information security risk management framework
  • Working knowledge of Knowledge-Centered Service (KCS) methodology, UX design and search engine optimization (SEO) process
  • Familiarity with design and implementation of customer contact solutions to meet business goals and align with organizational priorities.
  • Strong analytical and quantitative skills with ability to use hard data and metrics to explain issues, drive recommendations and prioritization.
  • Excellent hands-on IT technical knowledge in Windows, Mac, G-Suite, Microsoft Office products, anti-malware, network, VPN, etc.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!