Associate Representative, Service Coordination

Kyndryl•Phoenix, AZ

3d•$46,080 - $99,240•Onsite

About The Position

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. The Role Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a Service Coordinator, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process. At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery. You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes. You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution. As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged. With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan. If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities.

Requirements

At least 1+ years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management
Must have AZ DMV experience
Capability to navigate effectively between infrastructure and application platforms, businesses and functions, end users and senior management
Expertise in desktop, technical, and help desk support, incident management, and service improvement
Experience in SLA Management/Service Management
Expertise in customer service and customer communications

Nice To Haves

ITIL certified
High level communicator with good written and verbal skills

Responsibilities

Ensuring timely and effective resolution of customer issues
Coordinating and managing service requests
Maintaining constant communication with customers throughout the service process
Working with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business
Documenting and updating service management procedures and workflows
Monitoring and reporting on service level agreements (SLAs)
Ensuring that ITSM systems are maintained and updated to support efficient and effective service delivery
Managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes
Driving process improvements through service improvement plans
Monitoring regular process measurements
Addressing negative trends that impact effectiveness or efficiency of the IPC processes
Ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution
Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution
Orchestrating incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged
Invoking problem management processes where further investigation into root cause is required
Communicating the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan