Position Summary:
The IT Service Coordinator will be the Specific point of contact for the program for service and content management-related incidents, problems, requests, and other Operational/project activities
Responsibilities:
Specific point of contact for the program for service and content management-related incidents, problems, requests, and other operational/project activities. Focus technologies are, but not limited to, MS365, OnStyle, Document Management, Azure/AWS Cloud, Front End Systems, and Google.
Role requires initial troubleshooting, implementation of ITIL processes such as incident and fulfillment management, problem management, and escalation management, coordination with required parties (apps support, etc), and solution brainstorming with stakeholders and parties in situations when it is needed.
Ensure that the SLAs and OLAs with support teams and stakeholders are properly aligned and achieved, and compliance with defined processes and standards are met.
Ensure that the staff in their area of responsibility adhere to the processes SOP.
Communication with service leaders (i.e.: Delivery Managers, Delivery Service Managers, Support Lead, Lead Developer) for service status, escalation, and general information.
Responsible for the ongoing adaptation processes to program needs.
Able to work flexibly in different timezones, across teams from global locations
Proactive approach towards the area of service.
Responsible for the quality of presented reports.
Responsible for service organization.
Responsible for service improvement and optimization.
Main escalation point for all service related issues.
SPOC for all service issues.
Provide monthly SLA report, with insight of the incident trends defined by the Delivery Manager.
Skills Required:
Must have strong communication skills; recognized as a subject matter expert
Strong analytical, documentation, and knowledge transfer skills*
Excellent interpersonal skills and customer service skills
Highly organized individual with exceptional task management and follow-up skills
Must be an excellent team player
*Experience in a Scaled Agile environment
Must Have Skills:
IT Service Management
ITIL processes
Document and Content Management
Education Required:
Bachelor's Degree in Information Technology, Computer Science, Management, or related fields
ITIL Certification (Preferred)
2+ years of Experience as IT Service Coordinator
Interview Style
(1) First Stage - Initial Experience Assessment
(2) Second Stage Technical Questions
