Service Request Manager
米其林（中国）投资有限公司
- 公司性质：外资(欧美)
- 公司行业：机械/设备/重工
职位信息
- 发布日期：2017-02-19
- 工作地点：上海-长宁区
- 招聘人数：1人
- 工作经验：5-7年经验
- 学历要求：专业培训
- 职位月薪：1.5-2万/月
- 职位类别：系统架构设计师
职位描述
职位描述：
Principal Accountabilities
1. As the owner of Service request management process in Asia, in charge for process education and optimization.
2. Work with service line team, application team and group team for service request flow design, instruction manual update.
3. Escalation point of service line, application and country team.
4. Ensure the IT service request process is respected and well executed by stakeholders and execution team.
5. Detect and manage of issues of service request implementation, understand root cause and proper follow-up with responsible team.
6. Regular analyze service request trend, issues, review and assess overall service request reports, surveys and data.
7. Continual improvement the process, flow design with other responsible team.
Key Qualities Required
1. Good knowledge of ITIL Service Delivery processes (preferably with formal certification).Good awareness of commercial commitments and liabilities
2. Experience of Service Request Management tools, ticketing tool, call center services. etc.
3. Strong communication skill in Chinese and English
4. Good documentation of technical instruction facing to end user or IT internal.
5. Able to manage resources from outsource partners or other teams without authority
6. Multi-tasking ability to work independently and under pressure.
Qualification
1. University degree in Computer Science or other engineering field.
2. 5+ years working experience, prefer IT industry.
3. 3+ years end user support experience or call center service experience.
4. Expert on office tool ( Excel, Word, PPT).
5. Speak fluent English and Chinese
举报
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Principal Accountabilities
1. As the owner of Service request management process in Asia, in charge for process education and optimization.
2. Work with service line team, application team and group team for service request flow design, instruction manual update.
3. Escalation point of service line, application and country team.
4. Ensure the IT service request process is respected and well executed by stakeholders and execution team.
5. Detect and manage of issues of service request implementation, understand root cause and proper follow-up with responsible team.
6. Regular analyze service request trend, issues, review and assess overall service request reports, surveys and data.
7. Continual improvement the process, flow design with other responsible team.
Key Qualities Required
1. Good knowledge of ITIL Service Delivery processes (preferably with formal certification).Good awareness of commercial commitments and liabilities
2. Experience of Service Request Management tools, ticketing tool, call center services. etc.
3. Strong communication skill in Chinese and English
4. Good documentation of technical instruction facing to end user or IT internal.
5. Able to manage resources from outsource partners or other teams without authority
6. Multi-tasking ability to work independently and under pressure.
Qualification
1. University degree in Computer Science or other engineering field.
2. 5+ years working experience, prefer IT industry.
3. 3+ years end user support experience or call center service experience.
4. Expert on office tool ( Excel, Word, PPT).
5. Speak fluent English and Chinese
职能类别： 系统架构设计师
公司介绍
米其林集团是世界500强企业之一，全球轮胎业科技和创新的领导者。在全球五大洲设有68间生产工厂，所生产的轮胎行销全球170多个国家，全球雇员人数约114, 000人。自1988年进入中国，业务快速增长，米其林已分别在沈阳和上海成立2家独资企业，1家合资企业，一个研发中心和位于上海的总部，以及一个设于香港的代表处。在台湾，米其林集团设有台湾米其林轮胎股份有限公司。米其林中国区现有的员工总数6,300名。