Experience - 15 - 20 years
Key Responsibilities:
- Ensure compliance with standards, SOPs, and work instructions across daily operations.
- Support operational teams, including handling escalations and providing guidance.
- Monitor data quality through audits and record reviews.
- Generate regular and ad-hoc reports, dashboards, and performance metrics.
- Track SLAs/OLAs and collaborate with teams to improve service performance.
- Analyze queues and follow up with operations for effective case handling.
- Conduct audits and assess adherence to governance documentation.
- Configure and maintain ServiceNow catalog items and perform basic admin tasks (CSA certification required).
- Partner on Continuous Service Improvement (CSI) initiatives:
- Analyze performance data
- Identify and implement improvement opportunities
- Track and report on progress against KPIs
Requirements:
- Experience in IT operations or service management.
- Strong analytical and reporting skills.
- Working knowledge of ServiceNow (especially catalog and group management).
- ServiceNow Certified System Administrator (CSA) certification.
- Familiarity with SLA/OLA monitoring and performance metrics.
- Excellent communication and coordination skills.
- Knowledge of ITIL and CSI practices is a plus.
Top Skills
What We Do
A Trusted Partner for Every Digital Enterprise Bringing Value.
Jade Global is a global IT consulting company with two decades of industry experience that helps the world’s leading businesses and organizations build their digital core, optimize their operations, and accelerate revenue growth. We are headquartered in San Jose, California; Jade Global operates with offices in 13 locations across North America, the UK, and Asia.
Renowned as a trusted "partner of choice" for businesses in Healthcare & Life Sciences, Hi-tech, Retail, Manufacturing, and Financial Industries, Jade Global has innovated 30+ industry-specific solutions.
Whether your focus is harnessing or expanding Gen-AI, AI, and digital capabilities, transforming operating models, or accelerating insightful decision-making, we’re here to help you gain and maintain a competitive edge with efficient, sustainable models.
At Jade Global, it’s all about outcomes—your outcomes—and delivering the results you desire, tailored to your unique requirements
