Talent.com
Evora It Solutions Inc.
Remote AMS Customer Care ConsultantEvora It Solutions Inc. • San Germán, Puerto Rico
Remote AMS Customer Care Consultant

Remote AMS Customer Care Consultant

Evora It Solutions Inc. • San Germán, Puerto Rico
Hace 4 días
Descripción del trabajo

The Application Management Services Lead will be responsible for overseeing the application support and management team. This person is the primary point of contact for Evora customers with AMS contracts for incident management. The lead ensures that the customer receives acknowledgement of Evora’s receipt of incident, enhancement request et cetera. It is the responsibility of the lead to assess tickets and assign work to the appropriate resource(s).

This role includes managing application performance, ensuring high availability, and delivering effective solutions that meet business needs. The ideal candidate will possess strong communication skills, technical expertise, and a deep understanding of application lifecycle management.

  • 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.
  • 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.
  • ITIL, PMP, or relevant application management certifications preferred.
  • ServiceNow Certified System Administrator (CSA) preferred.
  • Technical understanding and enjoyment of learning the latest technologies
  • High degree of customer orientation, as well as enjoyment of working with customers and colleagues
  • Experience in IT Service Delivery/Customer Care Management
  • 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
Crear una alerta de empleo para esta búsqueda

Remote AMS Customer Care Consultant • San Germán, Puerto Rico

Ofertas similares

Work From Home Professionals - $45 per hour

GL1Sabana Grande, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Remote Data Entry - Product Support - $45 per hour

GL Inc.Hormigueros, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Work-From-Home Product Quality Assurance - $45 per hour

Great LionSan Germán, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Work-From-Home Product Beta Tester - $45 per hour

Great LionSan Germán, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Data Entry Product Support - No Experience

GLOCPASan Germán, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Online Product Support- Work From Home - No Experience

GL1Hormigueros, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Data Entry Product Support - $45 per hour - No Experience

GL Inc.Hormigueros, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

WORK-FROM-HOME Customer Product Support - $25-$45 per hour - No Experience

GL1Yauco, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Remote Benefits Advisor (50k-90k per year)

Professional CareersHormigueros, Puerto Rico

We're looking for candidates with great customer service skills to fill our Remote Customer Service role!.This role is entirely remote and offers full-time/Part time hours with flexibility.We are r... Mostrar más

Work-From-Home Product Advisor - $45 per hour

Great LionYauco, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Remote Customer Service Representative $45 per hour

GL1Cabo Rojo, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Work From Home - Online Product Support - $45 per hour

GL1Yauco, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

WORK-FROM-HOME Customer Service - Product Support - $25-$45 per hour

GL1Cabo Rojo, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Usage Tester - Work From Home - $45 per hour

GL1Yauco, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Remote Customer Service Representative – Product Testing

GLOCPAYauco, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Remote Customer Service - Benefits Specialist (50k-90k per year)

Professional CareersSabana Grande, Puerto Rico

We're looking for candidates with great customer service skills to fill our Remote Customer Service role!.This role is entirely remote and offers full-time/Part time hours with flexibility.We are r... Mostrar más

Customer Service - Work from Home $45 per hour

GL1San Germán, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Remote Online Product Support - No Experience

GLOCPAYauco, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Work from Home - Online Product Support (Entry Level)

GLOCPACabo Rojo, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más

 • Oferta promocionada

Work From Home - Product Specialist - $45 per hour

GL1Sabana Grande, Puerto Rico

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Mostrar más