Description

Mutual Respect, Accuracy, Creativity and Critical Sense. Do you see yourself within these values? Let’s continue…

Closer is a tech company created in 2006. Carrying innovation in our DNA, we are a 100% Portuguese company having already expanded to other 4 different countries. Being proud of our steady growth and impact in the IT market, we are conscious of the importance of the role of our people in this path.

By showing clear and successful results in industries as wide as Telecommunications, Banking or Retail, our clients trust us to search and select the right person for their projects.

Thus, we are now looking for a new Quality & Process Officer willing to accept new challenges!

Summary: This role requires good communication skills and the ability to build relationships with the various teams across IT and build a high-level understanding of the functions they perform. Ability to stay calm under pressure is essential. All ITIL disciplines should be performed in line with the pre-defined processes with strong governance, highlighting risks and improvements from any area effectively and succinctly to management.

It will be required to have a good understanding and awareness of interfacing ITIL processes and is desired to have had hands on experience with the management of the Problem Management Process and sub-processes. There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of IT Problem records within the organization.

You’ll have to ensure problems are managed efficiently, economically and effectively by following current procedures, identify opportunities for process improvement, seek approval and follow through to deliver the change, managing all stakeholders in a positive manner throughout the process change.

You’ll have to act as an escalation point of contact for problems which are not resolved within the agreed service levels, hold process awareness sessions and promote the process by showcasing value add outputs, managing Critical Problems through to resolution with clear verbal and written communications and checkpoint meetings and perform an unbiased role across all teams, managing communications between teams and making impartial decisions

It’ll be expected of you to assist to manage BAU volumes, working as an effective member of the Service Management team, develop good working relationships with various local and global teams, liaison with all communities to meet support and service requirements, conduct service improvement meetings with various geographical user base locations to obtain areas of pain and also demonstrate the actions taken by IT to increase customer satisfaction

You’ll have to share knowledge and experience with other team members and the wider IT department as appropriate, adhere to and respect appropriate departmental procedures processes and practices and have a clear understanding of the inter process dependencies and ensuring that all processes share information and adhere to a global continuous service improvement methodology.

Are you the one?

You must have…

• English Proficiency
• Solid and demonstrable experience within an ITIL discipline, preferably within the financial industry
• Clear aptitude for service delivery excellence and producing quality results
• Hands on experience in either of the following: Problem Management
• Ability to adapt and remain calm under pressure
• Strong decision making ability
• Good communication skills, written and verbal
• ITIL Foundation certification and one ITIL intermediate qualification
• Knowledge of a wide range of ITIL based practice
• Certified Agile Process Manager

Oh… and by the way, we have:

• Several challenging complex projects;
• Stimulating teams and leaders;
• Worldclass Clients and Partners.

If you believe in this match as much as we do, send us your CV to: [email protected]