Evora IT Solutions · 1 day ago
AMS Customer Care Consultant
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Oversee the delivery of contracted AMS services in accordance with agreed-upon terms.
Assist in the preparation and management of budgets for application support activities.
Lead continuous improvement initiatives to optimize service delivery and enhance customer satisfaction.
Identify opportunities to expand client use of the ServiceNow platform and its capabilities.
Lead and coordinate the international support project team.
Foster a collaborative and innovative team culture.
Monitor and ensure ticket processing adheres to SLA requirements.
Manage incidents, problems, and change requests, ensuring timely resolution and proper documentation.
Collaborate with customers to identify issues and enhancement needs, prioritizing support tasks accordingly.
Lead small enhancement projects, acting as project manager.
Liaise with development teams to coordinate defect fixes, updates, and application enhancements.
Monitor and report on application performance and support KPIs.
Prepare regular status reports for senior management and stakeholders, including resource hours, budget vs. actuals, completed work, and upcoming tasks.
Support customer Change Management procedures and provide documentation for Change Advisory Board (CAB) review.
Communicate team availability (e.g., holidays, PTO) to customers regularly.
Ensure timely completion of team timecards by end of day Friday.
Qualification
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Required
Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent years of experience
Minimum of 5 years of experience in application management, support, or related roles.
Strong understanding of application lifecycle management and ITIL frameworks.
Familiarity with cloud technologies, databases, and software development methodologies.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
High degree of customer orientation, as well as enjoyment of working with customers and colleagues
Experience in IT Service Delivery/Customer Care Management
Preferred
ITIL, PMP, or relevant application management certifications
ServiceNow Certified System Administrator (CSA)
Technical understanding and enjoyment of learning the latest technologies
Benefits
Work from Home
Training & Development Programs (Learning Credits Available for Certifications)
Competitive Paid Time Off Benefits
Competitive Salary & Incentive Compensation Program
Healthcare Plan (Medical, Dental & Vision)
401(k) with Employer Match
Annual company trips in the United States and Globally
High autonomy with the possibility to implement topics holistically and independently
Company
Evora IT Solutions
Evora IT Solutions is an international software and IT service provider focusing on maintenance management and customer service.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-11-12Acquired· by Allgeier SE
Leadership Team
Jan-Erik Bätz
CEO at Evora IT Solutions Inc.
Recent News
2024-11-05
The Portugal News
2024-04-21
The Portugal News
2024-03-11
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