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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in developing dashboards and management reports while ensuring SLA compliance and effective ticket management. Fluent in Spanish, with strong organizational skills and a focus on quality and process improvement.
Highest-signal resume keywords
Fluent SpanishExperience With ServiceNowProficiency In Microsoft Office ToolsProficiency In Google Workspace ToolsExperience In Quality And Process Improvement Activities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Dashboard DevelopmentManagement ReportingSLA MonitoringTicket ManagementMetrics DevelopmentProcess ImprovementKnowledge Base CreationAnalytical Skills
Soft Skills
Strong Organizational SkillsAttention To Detail
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Develop indicator dashboards, reports, and management reports
- Handle satisfaction surveys through IVR and ServiceNow
- Support management and quality teams in process improvement initiatives
- Create and update knowledge base procedures
- Track and monitor tickets
- Control and monitor backlogs and SLA compliance
- Assign tickets to the technical team
- Set priorities and escalate tickets
- Perform quality and process improvement activities
Requirements
What you’ll need- Completed or ongoing higher education
- Fluent Spanish, with the ability to communicate in a professional environment
- Proficiency in Microsoft Office tools
- Proficiency in Google Workspace tools
- Strong organizational skills and attention to detail when tracking tickets, backlogs, metrics, and SLAs
- Analytical profile with a focus on quality and process improvement
- Experience developing and monitoring metrics and management reports
- Experience with ServiceNow
- Experience monitoring SLAs and backlogs and managing tickets
- Experience in quality and process improvement activities
- Experience creating and updating procedures or knowledge bases
Benefits
Comp & perks- Flexible working arrangements that promote work-life balance
- Professional development and continuous growth of your skills
- Collaborative, diverse, and innovative environment
- SONDA Academy: learning platform for professional development
- On-site and remote work arrangements
- SONDA Wellness: initiatives focused on physical, mental, and social well-being