**Responsibilities**: - Ensure all requests, incidents and queries are triaged in Service Management tool within agreed SLAs? - Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions - Performing requirements analysis - Documenting and communicating the results of your efforts - Working closely with clients, technicians, and managerial staff - Ensuring solutions meet business needs and requirements - Performing user acceptance testing. **Qualifications and Experience**: - Experience working with customers. - Experience with SQL or MS Excel for data processing or reporting. - Very good analytical thinking focused on details. - Strong written and verbal communication skills. - High knowledge of English language (>70% Level). - Capable of identifying trends and using statistics to interpret data. - Organized, methodical and structured approach to work, attention to details - Ability to evaluate the current environment, gather needs, and propose a recommended CM solution. - Curiosity and business acumen. - Self-starter and driven. - Basic understanding of how the Internet works, (Servers, Packages, IPs, Clients, etc.) **About Endava**: Endava is reimagining the relationships between people and technology. For the past 20 years it has helped some of the world's leading Finance, Insurance, Telecommunications, Media, Technology and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 8200 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria, Croatia and Slovenia; Central European Countries: North Macedonia, Moldova, Serbia and Bosnia and Herzegovina; Latin America: Argentina, Colombia, Uruguay and Venezuela.