It Service Transformation Consultant - Chatbot, Livechat & Itsm - 100% Remote (Castro Urdiales)

Since 2011, SQUAD Group has been a key player in the cybersecurity and IT infrastructure landscape. We partner with leading organizations to support their digital transformation through a comprehensive 360° offering of consulting, integration, expertise, and managed services.

Our mission: Securing Together!

We believe in a collaborative approach, where experts and clients work hand-in-hand to anticipate needs and deliver measurable improvements to service quality.

Your Role

You will play a central role in transforming digital support channels and structuring ITSM practices across a large, multi-stakeholder environment.

Your Responsibilities

• Define and structure the chatbot hypercare methodology, document processes, and set up monitoring tools (dashboards, indicators, control frameworks) to increase the share of requests handled by the chatbot and reduce ticket volume.
• Coordinate workshops between the managed service prov...