Global Application Operations Coordinator
1 week ago
We are seeking a highly skilled and experienced Global Application Operations Coordinator to join our team. As a key member of our IT service management team, you will play a critical role in supporting global application service management efforts across multiple regions.
About the Role- Coordinate daily operations, manage service requests, and ensure smooth service delivery through effective use of tools like ServiceNow and JIRA.
- Generate operational reports, track incidents, and ensure that service levels are met.
- Coordinate application service management activities across all regions (AMER, EMEA, APAC) to ensure consistency and alignment.
- Create and maintain operational reports and dashboards using ServiceNow to track incidents, requests, and service performance.
- Generate JIRA reports to monitor and track requests and manage workflow.
- Act as a liaison between COE, Business relationship Managers and vendors to streamline communication and manage service delivery.
- Ensure incident resolution and problem management processes are followed in a timely manner across all regions.
- Support the development and implementation of continuous improvement initiatives for application service management.
- Assist in tracking and managing SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) related to application services.
- Work with vendors to ensure proper escalation paths are followed for critical issues and performance shortfalls.
- Collaborate with application owners, service managers, and IT leadership to improve service quality and performance.
- Validate the D&Os from vendors for data accuracy.
- Provide ongoing support for any audits or reviews related to service management, ensuring compliance with standards and policies.
- Bachelor's degree in Computer Science, Information Technology, Business Management, or a related field.
- 5+ years of experience in IT service management, with a focus on operations coordination.
- Hands-on experience with ServiceNow for creating reports, tracking incidents, and managing service requests.
- Proficiency in using JIRA for tracking application development, enhancement requests, and workflow management.
- Strong analytical skills, with the ability to interpret data and create meaningful reports for stakeholders.
- Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
- Strong communication and interpersonal skills to interact with vendors, IT teams, and business stakeholders.
- ITIL certification preferred.
- Experience in a global or multi-regional organization is a plus.
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