IT Service Quality Controller

About the role
Would you like to act as an internal incident & problem management "policeman/woman" and client's advocate in order to have satisfied internal customer and high quality of the IT service he is getting?
[Story / sample case]: A SwissRe HR administrator is using on daily basis an HR application for his work. He/she is having problems with the application and needs to open tickets to IT teams for getting the problems fixed. IT function takes over, solves the problems and HR admin can continue to work with the application. But … sometimes the admin is not satisfied with having repetitive problems he/she needs to address, sometimes he/she is not satisfied with the resolution/response time if the problem is critical and application is down, or with the quality of the answer the admin is getting (he/she is an internal customer and expects proper handling and solution which works/instructions which can be easy followed)
It is YOU who can change this by controlling everything in the background and teams who contribute to the solution. #HOW? 1.) help to 1st level support team / service desk to have enough information for solving basic customer's problem 2.) evaluate how good job the IT service provider (2nd level support) is doing and pointing to potential improvements of his service, and 3.) identify repetitive problems to address the need of a permanent and better solution
It is YOU who can help not only to the HR admin in the sample case, but to many other internal SwissRe colleagues working in various business areas with multiple applications
#WHAT do you do?
• manage internal incident and problem management process for SwissRe Operations applications is followed correctly (evaluate related KPIs measurements)
#WHO do you work with?
• Applications Managers (inside the team) relying on your analysis of repetitive issues and concerns from endusers
• IT support team (external provider) – checking and communicating KPI measurements and identify next actions
• Internal customer – application user expecting none or minimum problem when working with an application
• First level support team (service desk)

Your activities will cover:
• Daily follow ups on high priority tickets in available dashboards whether they are getting proper attention by the external IT support team
• Daily check on overdue tickets in the ticketing system (if they are set up correctly in ticketing system and next action is planned), and addressing where needed
• Monthly check on various KPI's / criteria based on random tickets sample and communicating the results to external IT provider representatives
• Adopting global processes for the usage on the team/division level
• Driving a ticket resolution by the external IT support team in case customer is not satisfied with the solution / problem is still persisting
• Monthly data evaluation of customers satisfaction survey, elaborate on customer feedback for individual tickets in case the feedback does not contain sufficient information
• Analyze repetitive incidents and address the findings and need for innovative solution to responsible counterparts
• Acting as facilitator for involved IT functions in case coordination is required to reach a solution for the internal customer
• Maintain and coordinate updates in available documentation

About the team
Customer Experience and Digital Delivery (CEDD) is mandated to shape and improve customer experience and drive the digital transformation within Group Operations, beyond traditional silos and across divisions, services and touchpoints. In addition, the unit delivers managed customer care services on behalf of Group Operations divisions through multiple channels and acts as a single point of contact for customers through the ContactOne portal and a central service desk for all Group Operations services.
The Operations unit consists of teams that drive the continuous improvement of Group Operations services together with the respective Service Delivery Units within our partner organisations. Also, they operate a diverse portfolio of IT applications with the objective to seamlessly integrate these into the end-to-end service offering of Group Operations towards our customers. To do so, the Operations team extensively collaborates and appropriately involves other units within CEDD (e.g. Customer Experience & Analytics) and directly interacts with representatives/SMEs from our partners.