ITSM Coordinator 8336
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Job Summary
We are looking for an ITSM Coordinator with experience in IT service management ITSM tool administration and continuous improvement of technology processes.
The selected candidate will be responsible for coordinating implementing and optimizing IT service management processes ensuring service availability quality and security as well as compliance with Service Level Agreements (SLAs).
We are seeking a professional with strong knowledge of Jira Service Management ITIL Incident Management and Tier 2 Technical Support along with excellent leadership analytical and results-oriented skills.
Manage implement and optimize ITSM processes including incident problem change configuration and service level management.
Manage and oversee Jira Service Management ensuring its proper use by the ITSM analyst team.
Administer Jira tools used in the Solvo and Vensure environments.
Coordinate and provide Tier 2 technical support ensuring the timely resolution of incidents and service requests.
Ensure compliance with Service Level Agreements (SLAs) and quality standards.
Oversee IT asset configurations and manage changes to prevent service disruptions.
Prepare reports management dashboards and Key Performance Indicator (KPI) analyses.
Identify opportunities for automation optimization and continuous improvement of ITSM processes.
Coordinate activities with IT infrastructure operations development and technology project teams.
Conduct weekly follow-ups on project progress objectives and deadlines.
Maintain up-to-date technical documentation procedures policies and incident records.
Coordinate and supervise the activities of the ITSM analyst team.
Bachelors degree in Systems Engineering Telecommunications Electronic Engineering Computer Science Software Development Industrial Engineering or a related field.
Minimum of 2 years of experience in incident management service request management and Tier 2 technical support.
Experience administering and managing ITSM tools.
Strong knowledge of Jira Service Management.
Knowledge of ITIL and ITSM processes and best practices.
Experience in incident problem change and service level management.
Knowledge of Microsoft Office 365 administration.
Advanced Microsoft Excel skills for data analysis and reporting.
Knowledge of JQL (Jira Query Language) for querying and managing information in Jira.
Knowledge of hardware and software troubleshooting in Windows Linux or macOS environments.
Knowledge of data network administration and IT infrastructure resource management.
Ability to prepare reports analyze performance indicators and monitor the achievement of objectives.
Knowledge of English and proficiency in Spanish.
Experience with Power BI for data visualization and performance indicator analysis.
Additional training in ITSM and ITIL service management.
Experience in continuous improvement of technical support processes and IT service management.
Leadership and team coordination.
Effective communication and customer service orientation.
Analytical thinking and problem-solving skills.
Strong organizational planning and time management skills.
Decision-making abilities.
Risk change and critical incident management.
Attention to detail and results-oriented mindset.
Proactivity autonomy and collaborative teamwork.
Required Skills:
Degree or technical qualification in Information Technology Computer Science Systems Engineering or a related field. Minimum 4 years of experience in IT Help Desk Technical Support or Junior Systems Administration. Minimum 2 years of experience as a Technical Lead IT Support Supervisor or Tier 2 Support Technician. Proven experience supervising coaching and developing IT support teams. Experience working with Managed Service Providers (MSPs) Internet Service Providers (ISPs) and technology vendors. Strong knowledge of ticketing systems SLA management incident resolution and technical escalations. Hands-on knowledge of networking hardware software workstations firewalls switches and wireless access points. Experience troubleshooting complex technical issues performing root cause analysis and supporting end users. Knowledge of IT asset management software licensing and technical documentation. Ability to manage both local and offshore or geographically distributed support teams. Help Desk-related training or certifications such as CompTIA A Network or equivalent. Preferred Qualifications: Microsoft Cisco ITIL or HDI certifications. Experience implementing continuous improvement initiatives and IT service management processes. Knowledge of cybersecurity IT compliance and cost optimization. Experience implementing or improving ticketing and IT asset management systems. Key Skills and Competencies Strong technical leadership and team management. Excellent communication and customer service skills. Analytical thinking and problem-solving abilities. Strong organizational and prioritization skills. Incident management and escalation handling. Ability to work effectively with multicultural and geographically distributed teams. Results-driven mindset and commitment to continuous improvement.
Required Education:
(Engineering) Telecommunications Systems and Computer Science Electronics Software Development Industrial.
