Services Operations Specialist II

Job Description

Request CoordinatorSUMMARYThe Request Coordinator will act as a liaison between the customer service managers and/or customer and the operations teams in the initial review and triage of all requests processed by the clouds services teams (operations teams).This includes working with or ensuring assigned subject matter experts have all required details to process customers requests in the most optimal and expeditious fashion. The role will also support ensuring cross-team dependencies are proactively managed with timely internal and external communications, knowledge management / articles, and problem management / root cause considerations. This includes aligning to achieving Service Level objectives being supported at individual customer or organizational levels.An equally important aspect of this role will be to bring forth key aspects of Service Management aligning with ITIL v4 practices leveraging industry best of class ITSM process workflow software. This will be combined with a working knowledge of Azure environments, and familiarity with the interoperability of applications (products) within a Cloud based SaaS technology stack.ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
• Responsible for reviewing all assigned requests from a completeness and process adherences across all cloud services teams.
• Monitor request backlogs and manage workloads in their respective queues to ensure that Service Level Objectives are achieved.
• Supports Go-live managers with critical go lives by reviewing resourcing and plans.
• Identify process improvement by reviewing request types and/or influx of requests with a goal of reducing reoccurring of requests Works with the Problem coordinator to make sure that Incidents are properly transitioned to the Problem Management process
• Acts as an escalation point as well as directing next level leadership escalation (Domain leads within the cloud services group) based on severity and priority rationalization
• Create or foster the creation of Knowledge Articles with repeatable procedures for cross team usage and expedited service restoration with a goal of reducing the number of Incidents
• Communicates directly with Service Managers to provide status updates in a timely manner for high priority requests
• When required, qualifies requests submitted by the Implementation or Customer teams and aligning to the SaaS Ops coverage model, and ensure tickets are positioned correctly
• Acts as an initial escalation point to remove roadblocks encountered by the domain teams
• Identifies trends and patterns of reported Incident cases
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. QUALIFICATIONS/REQUIREMENTS Education and Work Experience:
• Bachelor s degree in Computer Science, Computer Information Sciences, or related degree; related work experience can be substituted for educational requirement
• Work Experience: Minimum 3 years
Specialized Knowledge, Skills, and/or Abilities:
• Demonstrates proficiency in the following competencies:
  • ITIL / ITSM Process knowledge
  • Incident/ request Coordination or equivalent IT project / service management capabilities
  • Knowledge Management capabilities and practice orientation with Knowledge Bases, Knowledge Articles, and Known Error Databases (KEDB)
  • Technical Operations Project / Service Management
  • Ability to operate independently with minimal guidance
  • After hours call service availability in support of Critical requests
  • Salesforce, ServiceNow or comparable ITSM Case Management organization
  • PowerBI or any other reporting tool
• Demonstrates awareness of the following competencies:
  • .NET and C# (or similar language)
  • Duck Creek triaging tools knowledge
  • Extensible Markup Language (XML)
  • Insurance domain knowledge
  • Internet Information Services (IIS)
  • Structured Query Language (SQL)
  • PowerShell, Regression Runner and Selenium based automation tools
  • Frontend technologies like HTML, CSS, Skins, Javascript, Jquery etc.
  • Azure infrastructure
  • Monitoring tools such as Dynatrace/Splunk etc.
Other Requirements:
• Travel: 0-10%
• Special Work Hours: After-hours Support Engineer coordination for emergencies, Severity 1 incident engagements, and within a critical incident On-Call rotation coverage model
• Work Authorization: Legally authorized to work in the country of the job location.
,

Keyskills :
customer servicecustomer relationssalesqualityproblem managementprocess improvementknowledge managementservice availabilityexternal communicationscase management