北京招聘

职位描述：
This position is for US Citizen and Green Card holder ONLY.

Job Responsibilities:
· To be responsible for supporting all aspects of the ongoing daily operations of the IT teams in terms of streamlining cross team ITSM processes, performance monitoring and reporting through definition and implementation of KPIs, staff training and development including apprenticeship programs, administration and logistics support including management of data centers, workshops and remote offices as well as liaising with the Business Solutions team on both incident handling/reporting and ongoing account servicing support performance improvement.
· To investigate, via live process review and case data evidence of customer complaints and incident cases, into the deficiencies in the IT Operations with a target to drive for sustainable improvements.
· To perform all duties in accordance with company approved policies and within the realm of the company vision, mission and values.
· Support owners of ITSM processes in IT Operations (ITO) mandated to sustain smooth operation with well-defined measurable performance via streamlining of concerned processes driven by performance targets as defined by KPIs.
· Manage reporting of incident cases, service request performance and customer complaints, liaising with internal ITO teams and the concerned BS account/project managers on resolution both internally and with customers.
· Develop, review and make appropriate recommendations on KPIs, applicable to any ITO internal processes, which are targeted to monitor and report on the quality and efficiency of supporting IT users with which improvement plans may designed and driven.
· Develop improvement plans and turn into actions for performing repeated operational activities to ensure the service processes are well connected for delivering expected results.
· Establish policies and processes across ITO for a quality service culture to ensure a high level of user / customer satisfaction.
· Investigate into internal deficiency cases to identify root causes that may point any appropriate internal/external training requirements and follow through with recommendations on training plans to reduce or completely eliminate such deficiencies.
· Collection of performance reports from ITO teams and correlated into consolidated meaningful reports for review and for reference of internal user accounts.
· Participate, on a need basis, in regular user department account meetings in support of account managers to resolve customer complaints and handle resolution of incident cases.
 
Qualification:
· Education: Bachelor’s Degree in Computer Science or Information Technology Related Curriculum a minimum.
· Any Business Related or Technology Related certifications a plus.
· Work Experience: Minimum 10 years in IT development and/or operations.
· Experience with infrastructure implementation/procurement, customer service and/or field service discipline with at least 5 years in a supervisory/managerial role.
· Experience in formal problem management processes and handling of difficult users/customers.
· Knowledge, Skills and Abilities: Good interpersonal and Communication skills. Ability to identify and resolve problems in a timely manner? develops alternative solutions and uses reason even when dealing with emotional topics.
· Ability to maintain a high level of professionalism? treats others with respect and consideration regardless of their status or position.
· Knowledge of and ability to appropriately interpret and follow policies and procedures. Knowledge of and ability to adhere to safety and security procedures? reports potentially unsafe conditions? uses equipment and materials properly.
· Ability to present and express ideas and information clearly and concisely in a manner appropriate to audience, whether oral or written.
· Ability to meet the demands of the work schedule, to be at work and on time. May occasionally require the ability to work outside of regularly scheduled hours.
· Schedules may vary based on business need.
· Must be able to work independently or with a team.
· Proficient computer skills including email, word processing (Microsoft Word), spreadsheet (Microsoft Excel), database, PowerPoint, presentation and organizational/project planning software applications and Interaction.
· ISO20000 processes and practices, ISO27001 standards desirable.
· Enterprise IT end user application environment setup and maintenance.
· Problem management methodology.
· Quality Service culture and Roster management.
· Budget planning and control.
· Language Skills: Ability to read, analyze, and interpret documents, such as policy procedure manuals, and other related documents. Able to communicate effectively in English (Written/Spoken).
· Stationed in Saipan. 举报 分享

博华太平洋国际控股有限公司，是香港联合交易所主板的上市公司，股份代号1076。公司是沪港通合资格香港股份的成员。

博华太平洋专注于发展国际水准的高端休闲娱乐产业，业务涵盖综合娱乐、休闲设施、度假村的开发及运营。公司汇聚全球业界翘楚，秉承创新及务实的理念，在全球发掘及拓展旅游、度假新机遇，为客户提供最***的娱乐休闲体验。

博华太平洋目前正在塞班岛上开发一个极最华丽的综合娱乐度假村，力争开创全球旅游娱乐新热点。凭借雄厚实力和不懈努力。