Service Coordinator - Full Time - 11 Months - Toronto ON

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1003-Service Coordinator - Full Time - Toronto ON


Responsibilities:

Backfill day to day duties of Service Coordinator. Daily work involves using Unicentre USPSD to assign, follow up and report on Service Requests. May be required to present information to IT Reps or take minutes of the meeting and follow up outstanding items. May be required to conduct information sessions to various end user groups. Update existing inventory of applications (central database), configuration items, service catalogue-type information, etc. Prepare end user documentation (work flows, end user guides). Represent end user interests at various IT forums (Change Management meetings, projects, system changes, etc.)

Scope of Work:

Reporting to the Director - Client Services (and taking day to day direction from another Service Coordinator), the incumbent is responsible for:

Service Level Management/Client Relationship Management:

Staff are in the process of implementing a new version of CA's Unicentre therefore the incumbent will be required to participate in the project and develop work flows, change orders and a service catalogue.
• reviewing Service Requests (submitted by end user departments) to ensure appropriate information is included,
• following up on status and ensuring Resolution is acceptable to end user
• monitoring the Service Request queue to respond to requests within SLA guidelines,
• initiating action where necessary to maintain or improve service levels
• contacting clients for additional information and/or justification,
• assigning workflows to Service Requests
• forwarding Service Requests to appropriate functional group for resolution,
• producing weekly and monthly reports for end users and department management

Required Skills:

Requires technical and business skills. project leadership, business analysis experience preferred. Must possess highly developed negotiation and interpersonal skills, good business judgment, highly developed organizational, verbal and written communication skills.

These skills and knowledge would normally be obtained from a university degree or college diploma in Business Administration or Computer Science or the equivalent, plus several years of progressive work experience in a corporate environment. Incumbent would benefit from ITIL Service Management Essentials and ITIL Service Level Management Practitioner experience/certifications. Experience using a recent version of CA Unicentre (USPSD) would be a definite asset. Experience in implementing a new tool such as Unicentre or a service catalogue would also be a definite asset.

Deliverables:

Backfill day to day duties of Service Coordinator. Daily work involves using Unicentre USPSD to assign, follow up and report on Service Requests. May be required to present information to IT Reps or take minutes of the meeting and follow up outstanding items. May be required to conduct information sessions to various end user groups. Update existing inventory of applications (central database), configuration items, service catalogue-type information, etc. Prepare end user documentation (work flows, end user guides). Represent end user interests at various IT forums (Change Management meetings, projects, system changes, etc.)

Other Duties:

• assisting staff from other sections in developing processes and procedures
- create new and/or update processes and procedures required for implementation of new Unicentre product
• maintaining contact with the clients including regular meetings to discuss the service achievements, service request procedures, future changes etc.
• developing, conducting and facilitating technology information sessions
• acting as communication liaison with clients for infrastructure-related projects
• writing system notifications related to outages, changes, etc. for distribution to affected end users
• proactively monitoring customer satisfaction with IT Services
• maintaining contact with an established base of local IT representatives across the board and providing this channel with support in achieving their business objectives regarding IT

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