Service Delivery Coordinator Job in Marion, Iowa US

                                                               Service Delivery Coordinator

Reports to: Operations Department      

Location: Marion, IA   

 

Job Summary:

 

·         Build positive, collaborative relationships with all points of contact including and work collaboratively to utilize available resources to successfully meet customer needs and expectations

·         Act as liaison with the business for all service improvements, changes and escalations

·         Document and clearly communicate customer requests and requirements.

·         Manage and implement company’s chosen ITSM solution in a manner that will provide valuable knowledge.

·         Work alongside the NOC manager to ensure that SLAs are met and business expectations are exceeded

·         Understand current processes around all aspects of service delivery.

·         Monitor client and internal networks using available tools.

·         Assist with documenting and updating departmental procedures and work instructions.

·         Escalate issues to higher levels when necessary and continue to follow up on those escalations.               

·         Must be professional, personable, and courteous at all times.

·         Participate on special projects as needed and defined, meeting all timelines.

 

We are accepting resumes for an 8am – 5pm M-F position.  Applicant availability should be flexible to accommodate holiday schedules (on a rotation basis) and to fill in when required.

 

Education and Experience:         

·         Associate degree or college coursework with an emphasis on Information Technology.

·         Experience in an IT environment.

·         Customer Service experience required.

·         Experience with one or more service management products (Remedy, Heat, etc.).

·         Microsoft certifications or coursework towards certification beneficial but not required.

 

Technical Knowledge:

·         Ability to learn and integrate new technologies in an ever-changing / fast-paced

environment.

·         Basic knowledge of telecom acronyms, terms, and concepts.

·         Working knowledge of Microsoft Outlook, Word and Excel.

·         Basic knowledge of LAN, WAN, internet and other communication technologies is beneficial.

 

Involta is a drug-free workplace at all of its locations.  You are required to submit to and pass a pre-employment drug screen before your employment begins and will be subject to random drug testing during your employment.

 

Information Security:

 

The security of company, customer and client busi­ness information is vital to the interests, reputation, and success of Involta Critical Infrastructure.   Violating the trust rela­tionship among the organization, its clients, its vendors, and employees can be damaging beyond repair. If you are contacted by any person or organization and asked to supply information, refer the request to your manager or the President.

 

To protect Involta’s legitimate interests, it is necessary that you maintain the security of information, which includes data and any other information not gener­ally available to the public. All customer and client information is to be regarded as subject to information security guidelines that must be applied at all times.  If you take action that compromises information security, you are subject to disciplinary action, up to and including termination.

 

careers@involta.com

Involta is an Equal Opportunity Employer