IT Client Service Owner

About Strada

At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We simplify international workforce management across 180+ countries with cloud‑based people‑first solutions.

Duties

1. Customer Service & Ticket Ownership
   • Monitor ServiceNow tickets daily: SLA adherence, high‑priority tickets, aging/inactive cases, security incidents.
   • Act as 1st level of escalation for tickets, including ping‑pong tickets.
   • Review tickets with internal teams and, in specific cases, with clients (e.g., PPS model).
   • Ensure timely remediation of recurring issues and follow up on escalated topics.
2. ServiceNow Administration & ITIL Processes
   • Manage CSM functionalities: account creation, SLA configuration, external contacts, internal TSL.
   • Oversee approvals: ARC, ECABs, Releases, CHGs, ensuring ITIL process compliance.
   • Maintain dashboards, reporting, and technical SLAs...