Service Delivery Coordinator - Albany, United States - Broadview FCU
Description
If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place
Summary of Role:
The Service Delivery Coordinator coordinates operational maintenance outcomes of field service, computer operations, quality, and experience ensuring the highest level of employee satisfaction.
The Service Delivery Coordinator will be responsible for measuring satisfaction via analytics and developing recommendations to resolve issues as it pertains to the employees experience using technology. This role owns disposition of service desk tickets and the user experience, trend analysis and technology improvements for future state.
The Service Coordinator will inspire team members to elevate technical proficiencies in problem solving, expertise in service delivery & ITIL best practices.
Essential Job Functions/Responsibilities:
+ Interface with internal and external technical resources and contributes to Broadviews technology roadmap.
+ Queue management & problem management.
+ Incident support & Alerting
+ Forecast metrics to ensure maximum efficiency and reliability.
+ Conduct quality and process improvement assessments to ensure timely and quality completion of work.
+ Operational work outcomes support.
+ Update documentation working with owner teams.
+ Help translate technical specifications to business impact and execution.
+ Support technical expertise
+ Reconcile escalated service desk tickets.
+ On call support.
+ Other duties as assigned.
Minimum Job Qualifications:
+ 5 years minimum - leading request fulfillment and performing advanced problem resolution for operational support and break fix under an ITSM (information technology service management) service desk model.
+ 3+ years working in financial services desired.
+ Experience must include similar tools, manufacturers and working knowledge of industry best practices/standards.
+ Bachelors degree in the field of computer science, information systems, or related field, or an equivalent combination of education and experience.
Skills
+ Project teamwork
+ Ability to think and work independently with minimal supervision.
+ Hands-on technical work.
+ Change Control Practices
+ Excellent communication skills
+ Assists in the launching of new services (Chat Support, Jira, Opsgenie, Etc.)
+ Service desk - customer service skills.
+ Microsoft 365 knowledge and experience
+ Ability to follow ITSM/ITIL protocols.
Starting Compensation: $ $34.50/hr., plus a competitive benefits package.
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
We are an equal opportunity employer. We do not discriminate on the basis of race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.
Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at bv- (bv-) m.