Excel (nice to have)
ServiceNow (nice to have)
Incident management (advanced)
ITIL (advanced)
We are looking for IT Low Severity Incidents Coordinator who will be responsible for helping business users get the expected help from external vendors.
We base our work on main entry criteria such as aging incidents, ownerless incidents, and escalations.
Your role :
Ensures performance by monitoring the execution of the operational service processes
Coordinates the resolution of low severity incidents and communicates with all involved stakeholders about the status within Tower Control and Support
Initiates trend analyses of incidents, and ensures detection and validation of problem suggestions
Ensures problems are assigned to the correct resolver group
Be a member of improvement meetings with leading vendors
Prepare and share reports and set plans to improve the situation in queues handled by individual group owners
Coordinate technical bridge calls between vendors
Your skills :
At least a year of experience in Service coordination or Incidents management
Knowledge of ServiceNow, at least to a usable degree (knowledge of reporting modules is welcome)
Intermediate knowledge of Excel (mainly data editing and pivots tables)
Knowledge of ITIL, especially incident, request, problem, change, and knowledge management - to work freely with other teams
Professional nomenclature appropriate to ITIL issues and inter-corporate collaboration
Experience in vendor management - require vendors to follow incident policies and contracted SLAs
Result-oriented team player and good motivator with business sense and understanding of commercial urgency
Fluent in English (written & spoken)
ITIL foundation or greater certification would be preferred 
