WEX is a Empresa importante leader in financial technology solutions, based in Portland,
Maine, United States, with over 6,000 WEXers distributed in over 40 countries.
We
simplify the complexities of payment systems across continents and industries like
Fleet, Corporate Payments, and Benefits.
We look to manage employee benefits,
streamline how companies pay and get paid by suppliers, save on fuel costs, or
modernize how companies manage their fleet, WEX solutions reduce the
administrative burdens.
About the opportunity
The Service Delivery Analyst is responsible for the management of ITSM system
assignments, classifications, work queues and escalations.
General
responsibilities include the review, prioritization, and coordination of ticket
management workflows and leading efforts to drive automation, self service and
ultimately an improved end user experience.
Perform a variety of tasks as well as
lead and direct the work of others.
A wide degree of creativity and latitude is
expected.
WE ARE LOOKING FOR A PROFESSIONAL WHO HAS:
Bachelor-s Degree;
Solid professional experience in IT Service Delivery;
Prior experience with Project Management and ITSM;
ITIL experience;
Agile (Scrum/Kanban);
Strong verbal and written English skills;
Effective analytical skills with an ability to identify and resolve issues;
Strong stakeholder management skills and experience in successfully working with
leadership;
Strong knowledge and understanding of business needs, with the ability to
establish and maintain a high level of customer trust and confidence.
IT WOULD BE GREAT, IF YOU HAD ALREADY HAD THE OPPORTUNITY TO WORK WITH:
Lean/ Six Sigma experience;
Cherwell, Jira, ServiceNow or similar ITSM tool;
Experiencewith automation/RPA.
You will be expected to
Manage the day to day ITSM System ticket queues, backlogs and assignments for the
Employee Technology Services organization;
Drive the improvement of the customer experience and improved Service Levels via
self service and usability enhancements;
Define requirements for automation and/or self service routines for ticket routing
and assignments via a framework that can be extended to all WEX support teams;
Identify process gaps and/or improvements, contributing to improvement of the ITSM
system, the use of the tool, and the quality of data therein;
Monitor, analyze and report on ticket progress problems, and solutions; create and
present to stakeholders reports on statistics, volume trends and progress;
Establish and maintain relationships with internal customers;
Ensure communication on any major issues and resolutions;
Define, monitor and report on established Service Level Agreements for all end
user related tickets;
Develop regular metrics package to monitor trends and provide potential solutions
to reduce support or maximize resources;
Champion and develop increased adoption and continuous improvement of WEX-s
conversational AI chatbot;
Identify and lead continuous improvement initiatives in the Employee Technology
Services organization;
Responsible to manage projects and tickets from concept to delivery; identify gaps
and ensure fluent end-to-end process
Help define goals and deliverables that align with company objectives;;
Create and maintain comprehensive documentation;
Document training materials where needed;
Stay abreast of industry trends and best practices in the ITSM space;
Perform other related duties as assigned.
If you are looking for a growing career - come be part of WEX today!