VXI Global Solutions | ITSM

1 month ago

hyderabad, India VXI Global Solutions Full time

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world’s most respected brands.


VXI is one of the fastest growing, privately held business services organizations in the United States and the Philippines, and one of the few US-based customer care organizations in China. VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global technology services offering and enhancing our competitive position.


In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and shareholders. With this recent investment, VXI has started on a transformation to radically improve the CX experience though an industry leading generative AI product portfolio that spans hiring, training, customer contact, and feedback.

Job Title: ITSM Process Automation and System Admin

Key Responsibilities

  • Configure, customize, and maintain our Jira Service Management instance, including user permissions, workflows, schemes, and automation rules.
  • Support multiple sites with Jira and Jira Service Management including creating complex Jira workflows, project setup and workflows, layout, field configurations, screen schemes, permission schemes, notification schemes, custom fields, automation, agile boards, and dashboard configuration
  • Propose Jira add-ons and plugins to enhance productivity, then follow through according to our processes to install, test, and roll-out
  • Integrate Jira Service Management with other enterprise tools and systems
  • Develop automation workflows to streamline service management operations and reduce manual tasks.
  • Gather requirements for business processes and determine ways to optimize and improve Jira setup and workflows and identify where functionality needs to improve to meet user requests
  • Continuously evaluate and improve service management processes to enhance efficiency and effectiveness.
  • Create Jira-based reports, dashboards, and planning views based on different user requirements and provide stakeholders with actionable metrics
  • Provide ongoing support to business unit users, addressing any issues and ensuring effective tool usage.
  • Develop and deliver training programs to key stakeholders on the effective use of the Jira Service Management tool.
  • Act as a primary point of contact for any questions or issues related to Jira Service Management usage.



Qualifications

Education and Experience:

Bachelor’s degree in Computer Science, Information Technology, or a related field.

4+ years of experience in Jira administration service management

Certification in relevant service management frameworks (e.g., ITIL) is nice to have


Skills and Competencies:

Advanced expertise in Jira administration, including configuration, customization, and maintenance.

Experience with scripting languages (e.g., Groovy) and automation tools (e.g., ScriptRunner).

Process-oriented mindset with strong experience enabling enterprise-level processes using Jira

Excellent technical troubleshooting skills and process implementation skills

Ability to work with diverse teams across different time zones

Ability to work as late as 12p PDT as needed

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