Quality Assurance Service Desk Team LeadEmerson's 130+ years of history have been filled with achievements and challenges that have driven innovative thinking and bold transformations, molding us into the company we are today. By joining us as a Team Lead, IT Services Liaison, you will play a key role in driving continuous improvement initiatives for the Emerson IT services support model.
By working in an ITIL-aligned organization, you will develop your technical and customer service skills while also building your experience in ITIL processes. This gives you a very vital role in helping drive growth platforms and supporting operational pillars while striving for long-term value creation.
If this sounds like a perfect fit for you, apply now and join our team in Mandaluyong City, Philippines! All roles are currently in a blended Work-From-Home arrangement, and company-provided IT assets are given on your first day. Enjoy our market-competitive pay, comprehensive benefits package, well-being programs, and career development opportunities.
In This Role, Your Responsibilities Will Be: Manage the IT Services Liaison Team's resources, projects, and activities that aim to build strong partnerships with the IT service owners and application owners.Conduct recurring catch-up calls with IT service owners and application owners to communicate the performance of their service and open relevant discussion points to continuously improve the service delivery.Manage the development backlog, prioritization, and ongoing projects of the Citizen Developers within the Infrastructure and Operations organization.Provide technical guidance to the ITSM Platform Citizen Developers to ensure the right design and approach are taken with proper impact assessment.Facilitate requirements gathering and UAT sessions for new catalog item development and enhancements to ensure they meet customers' requirements before deployment to production.Facilitate the onboarding of acquisitions or new services to the Service Desk and the ITSM platform, ensuring pertinent requirements are in place.Monitor personal and team queue incidents, request ticketing systems, and ensure consumers are properly handled and updated.Who You Are: You have a strong drive for results and exhibit passion and enthusiasm to learn and get things done. You can efficiently carry out tasks independently. You demonstrate leadership skills along with the ability to interact with and lead people in a matrix organization. You can proficiently communicate ideas, identify problems within the team, and propose changes.
For This Role, You Will Need: Bachelor's degree in any IT-related courses; experience may be considered in lieu of formal education.5 years of relevant work experience in the IT field.Knowledge of ServiceNow and Service Desk best practices.Knowledge of ITIL Services management methodology.Good analytical skills and comfortable formulating insights from data.Preferred Qualifications that Set You Apart: Project Management experience is a plus.Our Offer to You: Make a difference with the work you do.
By joining Emerson, you'll be part of a versatile, dedicated team of motivated professionals who share a collective passion for progress and excellence.
At Emerson, we are committed to creating a global workplace that supports diversity and embraces inclusion. We attract, develop, and retain outstanding people in an inclusive environment where all employees can reach their greatest potential.
Join us and be part of a proud and thriving organization that values its people. Enjoy our market-competitive pay and benefits package, including food and transportation allowances, comprehensive insurance coverage, retirement benefits, and more. We invest in your growth with career development programs and reward your achievements through merit-based increases. We provide exceptional healthcare coverage for you and your loved ones, as well as paid leaves and tuition reimbursement for approved programs. Our well-being programs, exciting business travel opportunities, safe working environment, and commitment to social responsibility ensure you thrive personally and professionally. Be part of a team that not only values your contributions but also cares about your growth, well-being, and success.
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