incident Management associate analystTTEC

TTEC is seeking a Service Management Associate Analyst to join our Enterprise Services team.
Our global IT organization of 500 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.
What you'll be doing:
The Associate performs the following roles: Incident Management, Problem Management and Change Management. This role is responsible for the operational duties involved in restoring IT Services and identifying the root cause of problems across the IT infrastructure. The Analyst will be a liaison among stakeholders in order to elicit, analyze, communicate and validate requirements for changes to business processes, policies and information systems, including ITIL best practices.
What you'll bring to us:
Execute and support Incident, Problem and Change Management processes across the Global IT organization.
Perform review and/or investigation of Incident, Problem or Change tickets, including closure categorization, user satisfaction survey, and completion of Incident, Problem or Change documentation.
Enforce published standards and policies for IT Incident, Problem Management and Change Management.
Develop strategic IT processes based on ITIL best practices.
What skills you'll need:
Bachelor's Degree in an IT related discipline or at least 1 + years of relevant work experience
Requires knowledge of ITSM and ITIL best practices for large complex global IT organizations and completion of ITIL Foundations v3 certification
Experience with Service Management processes and tools with an understanding of Incident, Problem and Change Management
Who We Are:
TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments-Consulting, Technology, Care and Growth-to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Enterprise Services organization is the machine behind our market-facing product and solution areas, enabling each of our segments to deliver for our clients. Whether Information Technology, Finance, Accounting, Tax or Treasury, Supply Chain or Legal, or one of our Human Capital team members, we help to guide and simplify TeleTech's business processes and operations.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com. For more information about TTEC, visit ttecjobs.com or search #ExperienceTTEC throughout social media to engage in the global conversation.
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC.
TTEC

Mandaluyong City, Metro Manila
Permanent
Full-time