IT Client Service Owner

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com

The ITCSO will be responsible for the operational part of the implemented ITIL processes supporting Strada Global Technology and Applications Support Services. The primary objective is to be operational responsible for the service provided. An ITCSO should be the link between all our support teams to increase the service we provide to our customers, being the coordinators, Un lockers and “translators” between technical teams and the business.

Duties (include but are not limited to)

Administer and manage release processes for the progression of Deployment Services projects.

Perform daily and weekly tasks such as creating reports, periodic system checks, etc.

1st Line support, reporting, prioritizing, analyzing, and resolving faults to resolution.

Hierarchical escalation and proper follow up

Assesses Incident and Changes Request (tickets) ownership and follows up on action.

Service Level Agreement (SLA) monitoring

Responsible for compliance (internal and external) tasks.

Validation of Release management tasks

Ensure accurate documentation is maintained.

Incident Management (classification, prioritization)

Case Management

Catch and dispatch

Highlight identified process improvements.

Competencies

Initiative : Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development. Seeks and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up to date, turns mistakes into learning opportunities.

Interpersonal Skills : Has good listening skills, builds strong relationships, is flexible / open-minded, negotiates effectively, solicits performance feedback, and handles constructive criticism.

Problem Solving / Analytical Skills : Breaks down problems into smaller components, understands how to underlie issues; can simplify and process complex issues, and understands the difference between critical details and unimportant facts.

People Development : Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges, and develops employees, accepts mistakes, provides visibility / opportunity.

Results Focus : Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership / motivation.

Decision Making / Judgment : Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.

Managing Conflict : Listens well, diffuses conflict before it starts, find the causes of and solutions to problems, handles difficult people.

Education / Experience / Skills

Education to University degree level.

Coordination, organization, prioritization, and multi-tasking

ITIL Service Delivery qualification is highly appreciated.

Windows 2003 / 2010 experience.

Strong Problem Solving / Analytical Skills breaking down issues into smaller components.

Ability to communicate fluently in English and (include special language requirements) (verbally and written) technical information to all levels.

A positive personality and excellent communication skills, both written and oral, are the key attributes as is the willingness to continue to learn.

Problem-solving skills

Proven ability to follow processes, as well as identifying process improvement opportunities.

Energetic and friendly, upbeat telephone personality, positive “can-do” attitude

Ability to quickly learn new applications and technologies.

Team player in an international environment.

Language

Required

Spanish

English

German – Add on

French – Add on

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position : SSN / SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and / or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation / modification by contacting his / her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Disclaimer

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

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