skai support analyst

An IT Service Management Specialist plays a crucial role in managing IT tickets, service operations, and queue management on a day-to-day basis. In this position, you will collaborate with Vendor partners to oversee open tickets, ensure proper closure of tickets with business response, and serve as the first level of escalation for issues beyond the Vendor partners" scope. Your responsibilities will also include escalating issues for resolution, being available 24/7 for escalations, and striving for first-time resolution within SLA. As the primary point of contact with customers, you will maintain ownership of faults, provide timely updates, prioritize issues effectively, and communicate solutions clearly and confidently to end users. This role demands excellent customer service skills, troubleshooting abilities, and a proactive approach to incident supervision from initiation to resolution. You will also be responsible for identifying and escalating recurring issues or service risks, sharing knowledge with team members, and demonstrating a customer-centric support approach. To excel in this role, you should have 4-6 years of experience in managing ITSM and IT Operations portfolios, with a strong background in Incident Management, Problem Management, and Service Catalog/Service Requests within the ITIL Framework. Your expertise should extend to creating, documenting, and disseminating IT processes, conducting root cause analysis, and fostering strong relationships with both business and IT stakeholders. Additionally, possessing ITIL Certifications would be advantageous. In terms of technical skills, you should be well-versed in Meta Services Exposure, API Usage and monitoring, AI/ML applications, Large Language Models (LLM), ChatGPT, ChatBot technologies, and GCP/Cloud platforms. Experience with mandatory Meta Services exposure, API Knowledge, AI/ML applications, LLM, ChatGPT, ChatBot technologies, and exposure to GCP Cloud is essential for this role. Overall, this position requires a proactive, customer-focused mindset, strong technical acumen, and the ability to collaborate effectively with internal and external teams to deliver exceptional service experiences and drive continuous improvement in IT service management.,