Administrative Reporting-IT Coordinator

Fujitsu Limited; Burnaby; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking an Administrative Reporting-IT Coordinator to join a dynamic team in a stable and flexible environment. This role offers a unique opportunity to engage in a variety of tasks, from managing incidents and service requests to producing detailed reports and liaising with stakeholders. The ideal candidate will thrive in a supportive atmosphere, where they can utilize their strong analytical and problem-solving skills while collaborating with talented professionals. If you are a quick learner with a positive attitude and a knack for process improvement, this position could be the perfect fit for you.

Qualifications

• Strong skills in EXCEL and MS Office are essential.
• Experience with ServiceNow and process analysis is beneficial.

Responsibilities

• Manage reporting, incidents, and service requests per SLAs.
• Provide IT support and assist in incident resolution processes.

Skills

EXCEL

MS Office

ServiceNow

Problem Solving

Communication Skills

Attention to Detail

Process Definition

Collaboration

Multi-tasking

Education

Post-secondary education

Tools

ServiceNow

Microsoft SQL Server Integration Services (SSIS)

Microsoft SQL Server T-SQL

Job description

Role and Description

Fujitsu is looking for an Administrative Reporting-IT Coordinator to hire into a well-established work situation with a long-term Managed Services Contract. A candidate who desires a stable, well-organized and flexible environment to flourish in, among a group of dedicated and lively team members. This job offers personally gratifying tasks and a supportive and personable management team to engage with, and all training necessary is provided to ensure success in producing quality deliverables to the Account, and other duties and responsibilities as required.

Responsibilities

1. Reporting, Incidents and Service Requests, which will be managed and processed in accordance to the contractual Service Level Agreements (SLAs);
2. IT Support for the team including work on the ServiceNow platform;
3. Process Analysis and Revision;
4. Resourcing on/offboarding IT Coordinator.

Successful Candidate will work closely with all Application Managers and Business Group teams.

Other Duties include, but not limited to:

1. Developing, enhancing, maintaining reporting database;
2. Producing incident reports, application management reports and operational reports;
3. Assisting the Major Incident Coordinator when a high-severity incident is in progress, by ensuring the steps required as part of the incident resolution process are followed, drafting notifications, etc.;
4. Acting as the first point of contact during working hours for all incidents assigned to Fujitsu;
5. Reviewing, accepting and redirecting the incidents to the proper Fujitsu team;
6. Monitoring SLAs against active incidents and engaging team leaders when there is a risk of breaching the SLAs;
7. Producing the SLA month-end reporting;
8. Liaising with both internal resources, and external client stakeholders;
9. Re-assigning service requests to the proper internal Fujitsu group;
10. Producing documentation for Census Application management, and Master Services Agreement Application Change Requests;
11. Document, review and update all Standard Operating Procedures/processes;
12. Manage and provide support for all Technology Requests through ServiceNow Portal;
13. Manage requests for Hardware assets and Client LAN account;
14. Liaise with the Client Representative to identify and report issues, and laptop return, etc.;
15. Access Badge procurement;
16. On-Off boarding procedures for account.

Mandatory Skills, Certifications and Experience

1. Strong EXCEL skills;
2. Strong MS Office skills;
3. Exposure to Visio;
4. Demonstrated ability to prepare documentation: well-written, concise and clear;
5. Report Preparation;
6. Strong Analysis / Problem Solving;
7. Excellent English communication skills, both written and verbal;
8. Strong attention to detail;
9. Exposure to ServiceNow platform;
10. Quick learner and Positive attitude;
11. Ability to collaborate with others;
12. Ability to multi-task in a fast-paced environment;
13. Ability to manage process definition and implement change;
14. Ability to facilitate process workshops that involve eliciting process requirements and liaising with users;
15. Ability to identify areas of opportunity to improve Standard Operating Systems and workflow charting.

Desirable Skills, Certifications and Experience

1. Microsoft SQL Server Integration Services (SSIS);
2. Microsoft SQL Server T-SQL (Transact SQL);
3. Extract, Transform and Load (ETL);
4. Familiar with Incident/Change Management;
5. Familiar with ServiceNow;
6. Solid academic performance with 2+ years of post-secondary experience;
7. Process Analyst or some Business Analyst experience.