title

Workflow Coordinator

Workflow Coordinator

 

The objective of the Workflow Coordinator is to drive SLA adherence within a NOC setting by overseeing the moment-to-moment operational flow of tickets and phone calls between teams executing Incident Management, Service Requests and End User Assistance, ensuring that these teams meet their SLA targets.

Main Responsibilities:

Overseeing all incidents and service requests for timely completion
Overseeing high and critical incidents to ensure timely completion
Overseeing phone queues to ensure appropriate response times
Directing customer escalations to the proper teams

Responsibilities are broken down in to the following activities:

-Incidents & Service Requests

  • Monitoring ITSM ticket queues and taking necessary actions to meet SLA targets
  • Monitoring phone queues and taking necessary actions to meet SLA targets
  • Enforcing / assisting with Incident Management processes for operational teams
  • Updating of Incident / Service Request tickets, as necessary
  • Assigning tickets to proper resources for action
  • Redirecting tickets incorrectly assigned to a team’s queue
  • Serving as a default assignee for tickets without a specific assignee in ITSM
  • Identifying trends or high call volumes that may indicate a major incident

-Initiating requests to Problem Management triggered by Incident or Event Management

-Initiating requests to Knowledge Management team for updating articles

-Initiating Process Review for Issues identified by Incident Management teams

-In-scope Ticket Types:

  • Incidents – All priorities: Infrastructure & user restoration
  • Service Requests – All priorities
  • Problem Management

Employment Requirements:

  • 2 years of experience working in a coordination position within a NOC environment or equivalent
  • Strong understanding of Incident Management principles
  • Understanding of networking principles and concepts
  • Demonstrated ability to work effectively under periodic, stressful scenarios
  • Demonstrated ability to synthesize technical information and formulate positions for a business level audience
  • Bilingualism an asset
  • ITIL certification an asset
  • Networking certifications an asset
  • This position is for an evening and weekend shift slot

Position details

  • Department: Operations
  • Location: Montreal
  • Position Level: Champion
  • Reports to: Manager, Service Operations