[MMS] Service Operation Coordinator
Core
Coordinate and manage IT service desk tickets and queues to ensure operational efficiency and continuous improvement for clients.
Role type
Service Operation Coordinator
Builds
Optimized service desk operations and monthly service reports for clients
Domain
IT Service Management (ITSM) / Managed Services
Deliverable
dashboards & analysis
Required skills
ServiceNow proficiency, analytical thinking, process documentation, data visualization, presentation skills, time management
Preferred skills
ITIL framework knowledge, data analysis tools (Excel, Power BI), monitoring tools familiarity, cloud infrastructure team collaboration
Technologies
ServiceNow, PowerPoint, Visio, Excel, Power BI
Responsibilities
Coordinate and prioritize tickets in ServiceNow, identify recurring patterns in ticket data, prepare clear process documentation and visualizations, own Monthly Service Reviews per client, collaborate with technical teams to eliminate queue noise
Seniority
Individual Contributor, operational execution level
