IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
The Client Service Advisor are Account aligned and support the IT CSM role with a focus on daily operations, availability, reporting and service coordination. The CSA will have a dotted line reporting relationship to an Account IT CSM or Client Services Leader, primarily assisting in the completion of assigned work to build skills and increase IT Client Services support knowledge.
Scope of responsibilities:
- Focus primarily on Incident/ problem management, root cause analysis, reporting, change management, vendor management
- Local and first point of contact for CPS business as usual incidents and problem management on specific accounts
- Manage Severity 1 and 2 timeline and notifications to Data Centre (s) CPS Delivery, IT and Client teams
- Directly support the IT CSM through a dotted line relationship
- Coordinate and reviews changes with operations and other IT groups to ensure seamless project or change implementation
- Generate local SLA/Account reporting & IT Inventories
- Participate in Client and IBM generated projects and Meetings
- Participate in local audit and compliance testing
- Maintain site and local customer documentation
- Provid on site training and assistance to users, co-ordinates with technical staff when problems require additional analysis or assistance
- Extensive benefits package (Multisport, OK System, private medical healthcare, life insurance, cinema tickets)
- An induction training that will allow you to smoothly transition into your new role - you will receive training from your colleagues to help you land in your job and you’ll also act as a trainer for assigned trainer-delivered, workshadow or recurring courses
- Learning: the opportunity to learn and grow your expertise taking part in trainings and language courses - global communication: want to improve your language skills? We will invest in you!
- Flexibility: employee development matters to us, that’s why every vacancy is open for internal recruitment
- Diversity: different nationalities united in one team
- Teamwork: no one is left behind! You will back-up team members when the circumstances require extra support. We are a connected team that flows.
- Innovation: we keep the knowledge of processes and country specific information up to date by attending recurring courses or any other training activities as well as using existing documentation. Do you have any ideas for improvements? We want to hear them!
Required Technical and Professional Expertise
- Knowledge of Windows, Network, Voice
- Knowledge of ITIL V3 Framework
- Understanding of standards i.e. ISO/IEC 27001:2013, ISO 22301 Business Continuity & All regulatory controls including GDPR, and other Data Privacy regulations
- Presentation skills
- Project Management skills
Preferred Technical and Professional Experience
- IT Service Management on multi geography delivery
- Understanding the IT Network architecture on various platforms
- Understanding of ISO 27001, 22301, all regulatory Data Privacy guidelines
- Business Communication Skills
- Understanding of various Workflow solutions in IT related to financial services
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
Location Statement
IBM wants you to bring your whole self to work and for you, this might mean the ability to work flexibly. If you are interested in a flexible working pattern please talk to our recruitment team to find out if this is possible in the current working enviroment.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.