IT Client Management Services, Associate

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com.

IT Client Service Owner (ITCSO), Associate

Responsibilities include the following:

• Assesses ticket ownership and follows up on actions
• Ticket Ownership is a shared responsibility (following the end-to-end ticket flow)
• ITCSO should challenge the priority, check and correct categorization
• ITCSO will assign the tickets to the corresponding AS group and will follow up on unassigned tickets.
• Check attachments and verify whether ticket is a valid change or incident
• Make sure that proper explanation is provided in the ticket when it is transferred to another assignment group.

Main items to follow up are:

• Unassigned tickets
• Inactive tickets
• Aging tickets
• Out of SLA tickets
• About to Breach tickets
• Follow up with individuals to make sure adherence to established ticket compliance procedures

ITCSO will schedule and chair ticket review meetings to ensure tickets are being managed properly based on prioritization and needs of the business

• Responsible for providing the Stakeholders updates with pre-defined reports
• Monthly Tickets - Open, Closed, Aging, Backlog
• Monthly SLAs
• Monitors with SLAs, as indicated in each account contract and follows up with the teams accountable to ensure the SLA's do not breach; and delivery dates are provided for tickets that are about to breach or out of SLA terms.
• Ensures timely delivery of change requests, after the Change Request Form is complete, as per the Change Management process.
• Chase Delivery Lead's for estimations
• Assists with change request approval process and monitors delivery of change requests
• Inform requestor on progress
• Follow up on status for delivery delays and related causes
• 1st escalation point for tickets related topics
• Correct escalation procedures should be followed (i.e. Major Incident Process or standard escalation path).
• Ensures clients' documentation is maintained and updated by the technical resources and/or Delivery Team Leads/SPOCs. Some examples, not limited to the items below:
• Change Request forms
• Incident Forms
• Questionnaires & Blueprints
• Functional/Technical Specification Documents
• Severity 1 and 2 Process according to the Incident Handling Process.
• Ticketing Tool management and its corresponding processes
• Asses ticket ownership.
• Update the stakeholders
• SLA monitoring
• Change Request Delivery
• Follow up on status and delivery delays
• Act as first escalation point
• Responsible for coordinating and documenting Incident Reporting (RCA), execution of Dashboards and Reports on Demand (extract and deliver raw data as provided by Service NOW)
• Responsible for SOC1 tasks assigned
• Change Management Controls
• Computer Operation Controls
• Annual External Audit
• Provide feedback on Process Improvement initiatives when ITCSO perspective is needed.
• Responsible for coordinating and documenting requisition of account staff together with ITCAM, Project Manager, Solution Architect and with Planning Officer where appropriate.
• Maintain Internal GTAS Trusted Source List in SNOW with approval of the ITCAM.

Educational Background

• Bachelor's degree in information technology or any related field

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.

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, statutory 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 Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight'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

Alight 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 Alight, 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

Alight 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.

Alight 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 ( Philippines ) 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 Alight.

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 Alight business units.

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

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

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 Alight business units.
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