Job Openings
Service Assurance Coordinator - JOB00844
About the job Service Assurance Coordinator - JOB00844
he Service Assurance Coordinator will be a member of the Service Assurance team, responsible for compliance, governance and documentation to support the Essist’s operational business. The team contributes to the strategic direction of the company by driving implementations and improvements across support processes, systems and documentation.
The Service Assurance Coordinator will assist the Service Assurance Manager with process governance and reporting.
Key interactions will include;
Major Incident Management
- Ethan Group customers, service providers and sub-contractors.
- Internal technical teams and Service Delivery Managers; sub-divisions and related personnel; colleagues and associates.
- Perform the duties of a Major Incident Manager as required:
- Manage customer P1/P2 incidents to resolution
- Coordinate investigation & resolution activities with resolver teams and vendors
- Communicate to impacted stakeholders and other interested parties
- Conduct Post Incident Reviews (PIRs) and draft the PIR document
Change Management
- Assist the Ethan Group Change Manager:
- Prepare weekly CAB agendas, CAB minutes, weekend changes and weekly change management reports
- Prepare and publish outage/planned works notifications as required
Problem Management
- Assist the Ethan Group Problem Manager:
- Assist in the follow up of problem tickets
- Prepare problem management related reports
- Analyse support ticket data and identify problems
Service Assurance
- Assist the Ethan Group Service Assurance Manager:
- Prepare and publish weekly service assurance reports
- Prepare timesheet and billing reports
- Collate and analyse support ticket data
- Identify exceptions and escalate to support team managers
- Review and validate tickets for completeness and accuracy
- Manage the on-call roster
- Assist with data entry and other administration tasks as required
Service Assurance Framework Development
- Assist the Service Assurance Manager with maintaining the Service Operations Management Framework
- Assist the Service Assurance Manager in the development of the IT Service Management as a Service (ITSMaaS) offering
Key Skills:
Minimum Education/Professional Qualifications & Experience Required
- Tertiary qualifications in Information Technology or relevant experience
- ITIL Certification
- 1-2 years of Major Incident Management experience
- 2-3 years’ experience in IT Service Delivery or equivalent
- Experience in technical and management report creation
- Experience in report automation will be an advantage
- Experience in a managed service environment will be an advantage
Interpersonal Skills
- Good communication skills
- Customer Focused acumen
- Ability to analysis data and report
- Ability to prioritize workload and meet deadlines when required
- Quality driven - accuracy & attention to detail
- Methodical, logical and rational approach to problem solving
- Ability to work well under pressure
- Self-starter
Competencies:
- Deciding and Initiating Action
- Working with People
- Adhering to Principles and Values
- Writing and Reporting
- Coping with Pressure