Administrative Reporting-IT Coordinator

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

Job summary

An established industry player is seeking an Administrative Reporting-IT Coordinator to thrive in a stable and flexible environment. This role offers the opportunity to engage with a dedicated team while managing IT support tasks and ensuring compliance with service level agreements. You'll be responsible for producing critical reports, facilitating incident resolutions, and enhancing operational processes. With comprehensive training provided, this position is perfect for those eager to contribute to a supportive management team and make a significant impact in their role. Join a vibrant workplace where your skills will be valued and developed.

Qualifications

• Strong EXCEL and MS Office skills required for documentation and reporting.
• Experience with ServiceNow and ability to manage process changes.

Responsibilities

• Manage reporting, incidents, and service requests per SLAs.
• Provide IT support and assist during high-severity incidents.
• Develop and maintain reporting databases and documentation.

Skills

EXCEL skills

MS Office skills

Documentation preparation

Problem Solving

English communication skills

Attention to detail

ServiceNow platform

Multi-tasking

Collaboration

Process definition

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

Mandatory Skills, Certifications and Experience

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

Desirable Skills, Certifications and Experience

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