it client Management services, associateNGA Human Resources

IT Client Service Owner (ITCSO) Responsibilities include the following:
Assesses ticket ownership and follows up on actions
Ticket Ownership is a shared responsibility (following the end-to-end ticket flow)
ITCSO should challenge the priority, check and correct categorization
ITCSO will assign the tickets to the corresponding AS group and will follow up on unassigned tickets.
Check attachments and verify whether ticket is a valid change or incident
Make sure that proper explanation is provided in the ticket when it is transferred to another assignment group.
Main items to follow up are:
Unassigned tickets
Inactive tickets
Aging tickets
Out of SLA tickets
About to Breach tickets
Follow up with individuals to make sure adherence to established ticket compliance procedures
ITCSO will schedule and chair ticket review meetings to ensure tickets are being managed properly based on prioritization and needs of the business
Responsible for providing the Stakeholders updates with pre-defined reports
Monthly Tickets - Open, Closed, Aging, Backlog
Monthly SLAs
Monitors with SLAs, as indicated in each account contract and follows up with the teams accountable to ensure the SLA's do not breach; and delivery dates are provided for tickets that are about to breach or out of SLA terms.
Ensures timely delivery of change requests, after the Change Request Form is complete, as per the Change Management process.
Chase Delivery Lead's for estimations
Assists with change request approval process and monitors delivery of change requests
Inform requestor on progress
Follow up on status for delivery delays and related causes
1st escalation point for tickets related topics
Correct escalation procedures should be followed (i.e. Major Incident Process or standard escalation path).
Ensures clients' documentation is maintained and updated by the technical resources and/or Delivery Team Leads/SPOCs. Some examples, not limited to the items below:
Change Request forms
Incident Forms
Questionnaires & Blueprints
Functional/Technical Specification Documents
Severity 1 and 2 Process according to the Incident Handling Process.
Ticketing Tool management and its corresponding processes
Asses ticket ownership.
Update the stakeholders
SLA monitoring
Change Request Delivery
Follow up on status and delivery delays
Act as first escalation point
Responsible for coordinating and documenting Incident Reporting (RCA), execution of Dashboards and Reports on Demand (extract and deliver raw data as provided by Service NOW)
Responsible for SOC1 tasks assigned
Change Management Controls
Computer Operation Controls
Annual External Audit
Provide feedback on Process Improvement initiatives when ITCSO perspective is needed.
Responsible for coordinating and documenting requisition of account staff together with ITCAM, Project Manager, Solution Architect and with Planning Officer where appropriate.
Maintain Internal GTAS Trusted Source List in SNOW with approval of the ITCAM.