Publicat 03 Feb 2021 | Reactualizat 03 Mar 2021 | Expiră 06 Mar 2021

ITSM Process Coordinator - Management Trainee

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Acest anunț a expirat și nu este disponibil pentru aplicare.

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Candidatul ideal

  • Exposure to IT Service Management processes
  • Practical experience or good understanding of IT services like hosting, application management, networking
  • Experience in working with suppliers and stakeholders in a common setting preferred
  • Experience in managing/ leading large conference calls/ war rooms preferred
  • Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server)
  • Experienced Level of Microsoft Office, Microsoft Excel, Microsoft Word

  • University graduate
  • ITIL knowledge is mandatory
  • ITIL V3 Foundations Certification preferred
  • Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] – Application & Execution

Descrierea jobului

  • Acts as a primary source of management and stakeholder information about the allocated IT Service Management process
  • Improves the effectiveness and efficiency of the process
  • Addresses any issues with the running of the process
  • Ensures all relevant staff have the required training in the process and are aware of their role in the process
  • Tracks and reviews tickets which are relevant for the allocated process
  • Liaises with all suppliers and stakeholders to ensure IT Service Management activities are performed within service level agreement (SLA) targets and according to schedule
  • Escalates process-related issues to the required level
  • Analyzes records to detect any problems or trends and proposes actions to rectify apparent weak areas in the allocated ITSM process
  • Reviews KPIs and takes any actions required following analysis
  • Clarifies and validates the business impact of an escalated ticket
  • Monitors ticket resolution times as agreed in OLA or UC agreements
  • Organizes and chairs teleconference bridges as required to ensure prompt resolution of issue

What can we offer?
  • Attractive salary
  • Stable job offers - employment contract
  • Work in a multicultural environment
  • Various trainings (initiating, soft skills)
  • Possibility of development
  • Benefits (Meal Tickets, Medical Services or Insurance)

Descrierea companiei

We are Genpact. Transformation happens here!

With a startup spirit and 90.000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands – and we have fun doing it! Now, we’re calling all the rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us!

Genpact in Romania

We are #1 in TOP Best Employers 2019 in the BPO category. With more than 3.500 employees in our Cluj-Napoca and Bucharest offices, we are ranked as the largest employer and talent developer in the business services industry. Our service portfolio includes four big domains: Finance and Accounting, Procurement and Supply Chain, Collections and Customer Service and IT infrastructure Management.

A constantly growing company

In Romania, Genpact is constantly looking for talents to join our growing teams in Bucharest and Cluj-Napoca. We work exclusively with foreign language speakers for different roles such as Accounts Payable, Accounts Receivable, General Ledger, Customer Support, IT Support, Procurement and Order Management.

Why Genpact?

While working with Genpact, you will enjoy flexibility reflected in the balance between work and personal life, as well as work from home possibility. At the same time, you will have access to a lot of extensive learning programs like career mentorship and trainings tailored for skills and personal development.

What you should expect from Genpact?

In Genpact, we appreciate the efficient and fast decision makers, the ones that constantly come with fresh ideas and those who dare to apply their knowledge to solve real world challenges. For them, we always do our best to mix work with fun.

What Genpact expects from you?

As a Genpacteer, your DNA should be filled with high energy levels, innovation, courage and will to learn. And don’t forget: we think and dream in digital!

Work from an office built like a home!

In Bucharest, our office is located in Hermes Business Park (300 m from Pipera subway station). The whole building has been built to keep Genpacteers sharp and efficient thanks to the cozy lounges and social areas (6 state of the art relaxation rooms, 400 parking places, bicycle parking with showers, kindergarten, yoga studio soon).

In Cluj, the Genpact office is located in Riviera Business Center One & United Business Center (near Iulius Mall) and has 4.200 mp, 4 floors, 4 cafeterias and 2 relaxation rooms.

What are you waiting for? Learn more about us on

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.

ITSM Process Coordinator - Management Trainee  -  GENPACT ROMANIA

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