SUPPORT COORDINATOR IT
CLOSED We require an accomplished Business Analyst with in-depth experience of and a track record of success in managing complex software deployment projects, from inception through to delivery and post-deployment support. Within this role, the candidate will be responsible for optimizing IT work, defining, measuring, and monitoring KPIs for the different Support suppliers, implementing, modeling, and supporting ITIL processes, managing internal and external IT contracts, configure the IT Ticketing tool as per the organization needs and new contracts related with Application support as per each SOW. Report to the Management on weekly basis the status of the Support Services provided by each supplier and suggest and implement best practices where applicable.
Key Responsibilities:
- Apply changes requested by the Support Vendors into the IT Ticketing Tool after getting approval from Management
- Track and document the changes performed to the IT Ticketing Tool
- Train the new Support Analyst (Internal/External) on how to work with the new tool
- Design and maintain tracking tools/models which enable timely monitoring, measurement, analysis and forecasting, with an emphasis on high risk processes
- Fully responsible for the end-to-end strategies, delivery and support of the Back-Office systems
- Empowering the Support suppliers to better utilize existing skills and to develop new skills
- Document and maintain up-to-date end-to-end process maps, folios and procedures, including the review of related policies/procedures to ensure full compliance
- Maintain an issues/action log for all open items/resolved issues and shares with the Support Suppliers as well as the management on a regular basis (minimum monthly) demonstrating progress on each item captured
- Work with various Support Vendors to review, refine and introduce process changes in implementing continuous improvements required to mitigate and/or monitor risks identified through tracking/analysis and/or issues log
- Maintain ownership of Support Processes and procedures
- Proactively identifies mediums for ensuring that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested
- Experience of working with structured project governance
- Proven track record of project delivery
- Experience in ITIL Principles and projects
- Experience working and coordinating with External Support Service providers
- Excellent interpersonal and oral/written communication (English and Spanish) skills are required.
- 4+ years of proven experience as Service Delivery Manager with Technical skills to setup an ITSM Tool
- The candidate must have very strong analysis skills (i.e. gather requirements, ability to focus on the problem; eliminate non-relevant details; validate and communicate a simple solution) – for
- interviewer’s benefit - remove and excellent problem solving and trouble-shooting skills.
- Bilingual (High level of English) all documentation produced will be in English.
- ITIL certification would be considered as a plus
We are an Equal Opportunity Employer and take pride in a diverse workforce. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, colour, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or handicap, disability, or any other legally protected status.