Account Service Advisor - ITSM (fully remote in the US)

NTT DATA Services•Remote, GA

1d•$71,000 - $105,000•Remote

About The Position

NTT DATA Services is seeking an Account Service Advisor to join their team in the United States. This position is fully remote, and candidates must reside in the United States and work East Coast hours. The role involves overseeing, facilitating, and administering ITIL-based service support and/or technical account management, including incident ownership and client account management on a 24x7 basis. Responsibilities encompass managing service delivery processes such as incident, problem, request, change, service level, and configuration management, as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during service engagements.

Requirements

8+ years of Service Management experience including leading high-level service delivery processes and associated projects.
ITIL Foundation Certification with strong understanding of ITIL processes and principals.
Undergraduate degree or equivalent combination of education and work experience.

Nice To Haves

Strong written and verbal skills and ability to create and document process.
Ability to physically perform general office requirements including strong Excel skills
Must be able to perform essential responsibilities with or without reasonable accommodations.
Travel including overnight domestic or international trips may be required.
Graduate degree preferred.

Responsibilities

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis.
Manages and oversees service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic.
Individuals must have a deep understanding of their own subject area and a broad understanding of related subject areas.
Owns one or more service delivery processes.
Manages service delivery processes in a standard service delivery environment.
Leads continuous improvement activities in support of client or internal business processes.