Costa Rica Job Openings
CRA-JLL - Costa Rica
CTI/SIM-T System Administrator
Belén
FULL TIME
October 24, 2024
- Proper set-up and execution of ticket management resolver groups (RG)
- Create new resolver groups, when requested
- Work with FM teams as new buildings come online to ensure routing is set up
- Work with GREF leadership to ensure routing is accurate, especially in regions with active Help Desks
- Regular and timely maintenance to ensure accuracy in CTIs, routings, and SLAs
- Proper retirement of RGs
- Monthly audit of deprecated buildings – remove routings and resolver groups
- Support training and comprehension of the tool SIM-T, as well as, its features, capabilities, and limitations
- Assist with ticketing training for teams moving into ticketing, so they understand how CTIs relate to ticketing and why they are important
- Manage and track KNet courses specific to SIM-T and RG management for completion and updates
- Be the main POC for all data request that will be sourced from SIM-T, RGs, CTI
- Conduct audits within program cadence to ensure compliance and identify opportunity to improve or alter KPI based of audit summary.
- Work with GREF leadership to update and streamline CTIs and remove inactive CTIs
- Assist with GREF Resolver Group baseline push
- Assist GREF RIVER team with routings for existing and new workflows
- Assist GREF RIVER team with broken tickets – check for lack of routing
- Manage GREF FINOPS ADMIN queue
- Define quality standards for CTIs including protocols, governance and best practices
- Fluency in English is required
- Excellent written and verbal communication skills
- Extremely detail oriented
- Solid organizational and time management skills and a capacity to prioritize in a complex, fast-paced environment
- Strong interpersonal skills, a natural collaborator, proactive, and able to challenge assumptions
- Strong problem-solving skills and willingness to roll up one’s sleeves to get the job done
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