Overview
Reporting to the Associate Director of Delivery, the Service Coordinator is responsible for managing all aspects of the delivery team intake requests. From reviewing the requests to assigning to specific team members, the role will require hands on management of technical queries. Validating requests with end-users for clarity of queries that are incomplete. Managing daily standups with the developers, setting roadmaps for delivery team products and providing weekly reporting on progress and completion of tasks. The Service Coordinator is a critical role within WeSolveCX and provides oversight on many of our foundational platforms.
Key Responsibilites:
- Represents all aspects of the Salesforce platform.
- Manages the risk of operating the services
- Coordinates communication among support staff and systems staff
- Provides input in service attributes such as performance, availability, security, etc.
- Understands the services (components, etc.)
- Serves as the point of escalation (notification) for major incidents
- Provides monthly reporting to execs and product owners in the Operating Companies.
- Ensures that any changes to the service under their care follows the current change management workflow practices
- Plans for the service future, roadmaps, incorporating and synthesizing business stakeholder priorities
- Manages technical Debt within Core and Marketing Cloud
- Participates in internal service review meetings (within Consulting and Delivery)
- Works with delivery director and/or service sponsor(s) and business stakeholders to identify and prioritize service improvements
- Participates in external service review meetings (with the business)
- Is responsible for ensuring that the service entry in the Service Portfolio/Catalog is accurate and is maintained
- Ensures that performance meets the requirements of SLAs and OLAs
- Provides reporting and metrics on performance of various services
- Daily stand ups with developers
Job Requirements
- 4+ years experience in Project management, running sprints and coordinating resources.
- Experience consulting with clients and interacting on behalf of an organization.
- Strong analytical and problem-solving skills.
- Strong Leadership skills.
- Knowledge of Salesforce, Service Now, and agile methodologies.
Required Skills
Technical Skills
- Proficient with Word, Excel, PowerPoint, Lucid Chart, Smartsheet. (Equivalents)
- A/B testing with customers and facilitate use case development.
- Proficient with Teams, Google Meet, Zoom to conduct meetings.
- Service Now experience preferred.
- Salesforce developer skills a plus.
Mental Demands
- Must be able to accommodate to reading documents or instruments, detailed work, problem solving, reasoning, math, language, presentations, verbal communication, written communication, analytical reasoning, stress, training others, multiple concurrent tasks, and constant interruptions.
Competencies
- Communication Skills and speaking in front of a group
- Detail oriented
- Analytical
Environment and Physical Activity
- Must be able to work in a non-confined office type setting in which he or she will work remotely. The position may require occasional travel to business offices/units. Most travel is by land, but more distant locations are reached by sea or air.
- During the course of performing, this position must spends time writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
- The officer for this position may operate any or all of the following: telephone, cellular telephone, beeper, copy and fax machines, adding machine (calculator), microfilm equipment, encoder, credit card terminal, personal computer and related printers.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Human Relations/Contacts
Internal
The officer interacts frequently with other Executive team members, ATN shared service team management and resources, functional department heads, line management of the business offices/units, subsidiaries regarding projects, developments, operations and expenses, systems and procedures, consistent with the responsibilities of the job.
External
Interactions also occur with vendors and consulting subject matter experts and resources on matters relating to the Company’s projects, operations, and strategic initiatives. The officer may also interact with the shareholder’s auditors, regulators, and the Company’s legal, and accounting advisors from time to time, as may be consistent with the responsibilities of the job.
