EndereçoUnilever is currently hiring for a IT Service Quality Coordinator - Print based in Brasil.
Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. We are looking for talents that would like to join this exciting journey with us.
The Service Quality Coordinator role has 3 parts, and this role will be primarily responsible for North America and Latin America but will also provide cover for the other regions in a follow-the-sun support approach.
The Service Quality Analyst is responsible for the day-to-day performance of the Global Print services provided under the banner of Workplace Technology. This includes service management involving incidents/problems/requests, reporting, lifecycle management, Refresh and renewals, and transformation activities required for global service adoption.
They manage the Print Lifecycle for their Geographical area – this includes print refresh and the removal of devices in a manner agreed with the site and supplier. When Print Device Leases end and a site requires an extension or refresh, they will work with Geo IT and the site leads to enforce the Global Print standards and ensure the best value approach is taken.
They champion process digitization to align with sustainability initiatives, presenting to other parts of the Unilever business, helping them to find ways to cut the paper out of their processes and work faster and smarter using digital tools.
If you are looking forward to being closely partner with service line, customer centric, improving service level, then we would love to hear from you!
What you can expect from the role?
- Provide service accountability for Global Print Services across the globe.
- Provide day-to-day management of Business-as-Usual Incident, Problem, and Service Request queues in the Service Management System (Print)
- Accountable for Service Management reporting and analysis.
- Provide the Global Print Services team and third parties with service account management through our Infrastructure services partner to ensure continuous access to Services as required for support purposes.
- Investigates operational requirements and problems, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes/procedures, organization, and systems.
- Assists in the analysis of underlying issues arising from investigations into requirements and problems and identifies available options for consideration.
- Manages the refresh for the countries/sites that are part of their area.
- Documents all work using the required standards, methods, and tools.
- Arranges, prepares, and takes part in Service meetings and presents issues and solutions both orally and in writing.
- Assists in defining, planning, and justifying (in business terms) projects to develop/implement automated and non-automated components of new or changed processes.
- Carries out Operational Acceptance for projects when required.
- Logs, tracks, and closes changes in standard change tool (Service Now/HP GSM) as directed by the Print Services Manager.
- Liaises with technical teams to coordinate all small project-related tasks.
Does this sound like you?
- Bachelor’s Degree
- Fluent English/Spanish is desirable.
- ITIL Foundation (Desirable)
- Exposure to Infrastructure design and server landscapes.
- Exposure to project management methodology
- Acquiring an understanding of a problem or situation by breaking it down systematically into its parts and identifying the relationships between these parts.
- Keeping commercial aspects continually in mind when taking actions or making decisions.
- Identifying gaps from information provided and devising means of remedying such gaps.
- Techniques which help in modelling and understanding a business and its operation.
- Examples: functional business models, statistical process control, relational data modelling, use case.
- Principles, methods, techniques, and tools for the effective management of the testing process and the execution of tests throughout the lifecycle of development projects.
- Proven written and verbal communication skills and customer service skills.
- Accurate attention to detail.
- ITIL Foundation
- Exposure to Infrastructure design and server landscapes
- Exposure to project management methodology
- Service Now/HP GSM service management tool
- MS Office Applications
- Power BI
Why Unilever?
Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. You will work on brands that are loved and improve the lives of our consumers and the communities around us. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliantbusiness leaders and colleagues who provide mentorship and inspiration so that you can become a better you.
Note: Unilever embraces diversity and encourages applicates from all walks of life! We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment journey. If you require any support to complete your application or any subsequent stage throughout your recruitment journey with us at Unilever, then please specify how we may be able to assist you.
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
