- Define the product vision, roadmap, and manage the backlog for value delivery.- Ensure adherence to the ITIL framework and drive continuous improvement of ITSM processes.- Collaborate with cross-functional teams and provide user training for effective ServiceNow use.- Establish KPIs, generate reports, and provide insights on ITSM performance.- Oversee change management processes and conduct risk assessments for proposed changes.- Work with technical teams on system integrations and identify automation opportunities to enhance efficiency.

* Lead, manage and mentor a team of technical support analysts, ensuring that they are providing timely and effective support to customers.* Establish and maintain service level agreements with customers and monitor the team's performance against these agreements.* Collaborate with cross-functional teams to identify and resolve technical issues that affect customers' experiences.* Develop and maintain documentation on technical issues and resolutions, ensuring accuracy and relevance.* Work with product development teams to identify product issues and provide feedback for product improvements.* Analyze and report on support metrics, providing insights for process improvements.* Continuously improve technical knowledge and skills through training and self-study.

* Develop and execute strategies that ensure data superiority through comprehensive coverage, high quality, and usability.* Continuously improve data availability and utilization through the implementation of streamlined processes.* Play a key role in enhancing the company's ability to interpret data effectively.Establish a competitive edge through the identification, acquisition, storage, and effective use of data aligned with the company's overall strategy.* Deliver executive-level presentations that highlight data-related opportunities and initiatives.

* Provide advanced technical support to customers and internal teams, resolving complex technical issues in a timely and efficient manner.* Collaborate with cross-functional teams to identify and resolve technical issues that affect customers' experiences.* Act as a mentor and provide guidance to other support analysts on technical issues and best practices.* Develop and maintain documentation on technical issues and resolutions, ensuring accuracy and relevance.* Work with product development teams to identify product issues and provide feedback for product improvements.* Analyze and report on support metrics, providing insights for process improvements.* Continuously improve technical knowledge and skills through training and self-study.

* Key User: Responsible for maintaining and monitoring the ERP and telephony systems.* Provide advanced technical support, as well as configure and manage the network.* Manage implementation and maintenance projects for the fiber optic network.* Lead teams and oversee the IT department of the company.* Provide customer service and perform field support.