Service Delivery Operations Specialist

3 days ago


Karachi, Sindh, Pakistan ibex. Pakistan Full time
Job Description:

We are seeking a highly skilled Service Delivery Operations Specialist to join our team at Ibex. As a key member of our service delivery team, you will be responsible for ensuring the smooth operation of our IT services.

Key Responsibilities:
  • Contribute to Insite/ServiceNow demos and participate in UAT sessions before launching new customer installation projects.
  • Collaborate with the project management team to ensure duplicate tasks are completed during the swivel chair phase in both Salesforce and ServiceNow.
  • Provide support to new users by managing incidents and creating enhancement user stories based on user feedback after the system goes live.
Incident Management:
  • Receive and handle incident requests according to agreed procedures.
  • Systematically interpret user problems and identify solutions and potential impact.
  • Use experience to address user problems and query databases for potential solutions.
Communication and Updates:
  • Apply steps to resolve or escalate issues and provide technical updates to applicable teams.
  • Assist teams in troubleshooting issues to quickly offer alternative solutions.
Process Updates and Documentation:
  • Contribute to the creation of support documentation.
  • Communicate system changes via email and distribute to impacted teams.
KPI Reporting and Analysis:
  • Run and analyze reporting from ServiceNow, SFDC, and Oracle, including issues, order volume, and product-specific data points.
  • Monitor service delivery systems and collect performance data.


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