IT Client Service Owner, Associate

Join us on a journey of endless possibilities

At Strada , possibility isn't just a promise – it's the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you'll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

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IT Client Service Owner, Associate

Overall Responsibilities / Role Overview

The ITCSO will be responsible for the operational part of the implemented ITIL processes supporting Strada Global Technology and Applications Support Services.

The primary objective is to be operational responsible for the service provided.

An ITCSO should be the link between all our support teams to increase the service we provide to our customers, being the coordinators, unlockers and "translators" between technical teams and the business.

Duties (include but are not limited to)

• Administer and manage release processes for the progression of Deployment Services projects.
• Perform daily and weekly tasks such as creating reports, periodic system checks, etc.
• 1st Line support, reporting, prioritizing, analyzing and resolving faults to resolution.
• Hierarchical escalation and proper follow up.
• Assesses Incident and Changes Request (ticket) ownership and follows up on action.
• Service Level Agreement (SLA) monitoring.
• Responsible for compliance (internal and external) tasks.
• Validation of Release management tasks.
• Ensure accurate documentation is maintained.
• Incident Management (classification, prioritization).
• Case Management.
• Catch and dispatch.
• Highlight identified process improvements.

Competencies

• Initiative: Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development. Seeks and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up to date, turns mistakes into learning opportunities.
• Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
• Problem Solving/Analytical Skills: Breaks down problems into smaller components, understands how to underlie issues; can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
• People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility / opportunity.
• Results Focus: Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership / motivation.
• Decision Making / Judgment: Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.
• Managing Conflict: Listens well, diffuses conflict before it starts, find the causes of and solutions to problems, handles difficult people.

Education / Experience / Skills

• Education to Bachelor's degree level.
• Coordination, organization, prioritization and multi-tasking.
• ITIL Service Delivery qualification is highly appreciated.
• Windows 2003 / 2010 experience.
• Strong Problem Solving/Analytical Skills breaking down issues into smaller components.
• Ability to communicate fluently in English and (include special language requirements) (verbally and written) technical information to all levels.
• A positive personality and excellent communication skills, both written and oral, are the key attributes as is the willingness to continue to learn.
• Problem-solving skills.
• Proven ability to follow processes, as well as identifying process improvement opportunities.
• Energetic and friendly, upbeat telephone personality, positive "can-do" attitude.
• Ability to quickly learn new applications and technologies.
• Team player in an international environment.

At Strada, our values guide everything we do:

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

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