IT Service Coordinator

We are looking for an IT Service Coordinator to join our client on a remote basis for an initial 12-month assignment (with extensions, or potentially being transferred full-time). You would be joining a world-leader in the field of free and open source software.

Responsibilities

• Assist in the creation and maintenance of ITIL processes  including problem management, major incident management, incident management, request management, knowledge management, service level management, and configuration management.
• Generate and analyze reports using spreadsheets with pivot tables, graphs, and other data representation tools.
• Conduct ticket data reporting and report analysis using existing tools.
• Administrate the existing list of approved software used by the business and ensure it is up-to-date.
• Assist with maintaining the IT Services Catalog.
• Assist with various service management administration tasks as directed by the manager.
• Create process documents for the team based on provided inputs.
• Work with Jira (ticket management tool) administrator to build automated workflows based on ticketing data analysis and findings.
• Act as a backup and delegate for the IT Service Manager’s tasks and calls.
• Propose projects and actions to IT Service Manager based on service level attainment, ticketing data, root cause analysis outcomes, and defect prevention.

Requirements

• Experience or studies in IT Services, IT Service Management, or Business Analytics.
• Specific experience in ITIL, especially around problem management and process management, is highly desirable.
• Familiarity with Jira SM (formerly Jira SD) is highly desirable.
• Familiarity with DevOps is a plus.
• Proficient in spreadsheet user for reporting and data analysis.
• Strong understanding of pivot tables, graphs, and data representation techniques.
• Fluency in English is required.

Benefits

• Initial 12 month assignment, with strong likelihood of extension or transition to a full-time employee.
• Full remote working available.
• Flexible working hours.