Service Process Specialist
3 weeks ago
The Incident / Change / Problem / Knowledge Management process is the backbone of our success at Fujitsu. As a key member of our team, the Service Process Specialist plays a vital role in ensuring that all relevant parties adhere to our procedures and work instructions. This includes monitoring and reporting on the effectiveness of our processes, identifying areas of improvement, and taking ownership of documenting and monitoring account-related processes. By doing so, the Service Process Specialist acts as a point of escalation and owns the management of processes leading to successful resolution of escalated issues, ensuring that customer satisfaction is met or exceeded.
Key responsibilities include:
Process Monitoring
The Service Process Specialist will monitor the effectiveness of our Incident / Change / Problem / Knowledge Management procedures and take corrective action as necessary. This includes identifying areas of improvement and implementing changes to ensure that our processes are running smoothly and efficiently.
Documentation and Record-Keeping
The Service Process Specialist will be responsible for documenting and monitoring adherence to all account-related processes. This includes maintaining accurate records and providing regular reports to stakeholders.
Customer Satisfaction
The Service Process Specialist will work closely with customers to ensure that their needs are met and that they are satisfied with the level of service provided. This includes acting as a point of escalation and owning the management of processes leading to successful resolution of escalated issues.
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