Job Description

At Netrio, our people are at the heart of everything we do. Guided by our core values—Empathy, Partnership, Integrity, Accountability, and Innovation—we foster a culture where collaboration and trust drive real impact. We believe in listening first, delivering on our promises, and pushing the boundaries of what’s possible with technology. If you’re passionate about making a difference and want to be part of a team that grows together and leads with purpose, we invite you to explore our open opportunities and join us on our mission.

About the Role:

The Service Transition Support Analyst plays a key role in ensuring the smooth transition of new and changed client services into operations. Working closely with the Service Transition Manager, delivery teams, and operations, this role coordinates transition activities to deliver a seamless handover into business-as-usual support.

Key Responsibilities

• Support the configuration and validation of the ITSM toolset (e.g., ServiceNow) to ensure readiness for clients.
• Draft knowledge base articles, and internal support guides for review by SMEs and operational teams.
• Coordinate and facilitate internal training sessions for operations teams before handover.
• Schedule and track service transition milestones, ensuring all activities are completed on time and to specification.
• Coordinate readiness assessments, tracking the completion of all necessary activities (e.g., training, monitoring setup, documentation finalization).
• Work closely with service delivery teams and SMEs to ensure all service acceptance criteria are met before transitioning to operational support.
• Prepare and deliver client welcome materials and support guides to ensure a smooth initial experience.
• Act as the point of contact during the Early Life Support period to address and resolve any initial service delivery issues.
• Gather feedback from key stakeholders (client, internal teams) and ensure lessons learned are captured and integrated into future transitions.
• Monitor client sentiment, ticket volumes, and SLA adherence during Early Life Support, proactively addressing any concerns.
• Provide regular, clear status updates to the Service Transition Manager and internal teams to ensure alignment with client expectations and timelines.
• Identify risks, gaps, or recurring challenges in the onboarding process, escalating issues when necessary.
• Suggest and implement process improvements to enhance the efficiency of the onboarding process and client experience.

Skills & Experience

Essential

• Strong organizational and coordination skills.
• Experience with ITSM tools (preferably ServiceNow).
• Good written communication skills.
• Ability to engage with multiple stakeholders across delivery, transition, and operations teams.
• Analytical skills to monitor ticket data and client sentiment.
• Willingness to learn and apply service management best practices.

Desirable

Familiarity with ITIL processes, especially Service Transition and Service Operations.