IT Support Coordinator

IZERTIS; Madrid; Remote; EUR 35,000 - 50,000; Full time

Benefits offered by this job

Private health insurance

Meal vouchers

Transportation allowance

Childcare vouchers

Free English classes

Job summary

Izertis is hiring an IT Support Coordinator to join a key international project and manage the day-to-day application support services from Spain-based remote location.

You will liaise between business stakeholders and technical teams, monitor SLAs/KPIs, coordinate incidents, and drive knowledge management and continuous service improvement.

Qualifications

• Strong IT/Application Support and IT Operations background.
• Experience with ITSM: Incident, Problem, Knowledge Management.
• Experience monitoring SLAs, KPIs, and backlogs.
• Experience coordinating escalations across multiple levels.
• Hands-on with ServiceNow, Jira, Confluence in support environments.
• Knowledge of REST APIs, system integrations, monitoring, DevOps.

Responsibilities

• Coordinate day-to-day operation of the application support service.
• Be main contact between business stakeholders, technical and support teams.
• Monitor and manage the support backlog, prioritize and assign tickets.
• Oversee SLA/KPI compliance and suggest improvements.
• Coordinate incidents and escalations with timely stakeholder communication.
• Collaborate with L1-L3, development, infrastructure, and operations teams.
• Maintain Known Errors and knowledge resources; update docs.
• Support problem management and root cause analysis.
• Translate operational needs into actionable tasks; drive improvements.

Skills

Customer service

Stakeholder management

Analytical thinking

Prioritization

Organization

Proactive

Teamwork

English proficiency

Education

Bachelor's degree in IT/CS/Engineering

Equivalent professional experience considered

Tools

ServiceNow

Jira

Confluence

Job description

From Izertis, we are looking to expand our team with the addition of an IT Support Coordinator to join one of our key international projects.

What will you do in your day-to-day role?

• Coordinate the day-to-day operation of the application support service, ensuring efficient incident and service request management.
• Act as the main point of contact between business stakeholders, technical teams, and support teams.
• Monitor and manage the support backlog, ensuring tickets are prioritized, assigned, and resolved within agreed service levels.
• Oversee SLA and KPI compliance, identifying trends and proposing improvement actions to enhance service performance.
• Coordinate critical incidents and technical escalations, ensuring timely resolution and effective communication with stakeholders.
• Collaborate closely with L1, L2, and L3 support teams, as well as development, infrastructure, and operations teams.
• Ensure that Known Errors, knowledge articles, troubleshooting guides, and operational documentation are properly maintained and updated.
• Support problem management activities by identifying recurring issues and contributing to root cause analysis.
• Facilitate communication between technical and business teams, translating operational needs into actionable tasks.
• Contribute to continuous service improvement initiatives, processes, and operational efficiency.

What are we looking for?

• Strong customer-oriented mindset and service focus.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Ability to prioritize effectively and coordinate multiple activities simultaneously.
• High level of organization and attention to detail.
• Proactive attitude and ability to work independently within an international environment.
• Strong teamwork and collaboration skills.

Education

• University Degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related field.
• Equivalent professional experience will also be considered.

Languages

• Professional level of English (written and spoken).
• English will be the primary working language in the project.

Required Experience

• Strong background in IT/Application Support and IT Operations.
• Experience working with ITSM processes, particularly Incident Management, Problem Management, and Knowledge Management.
• Experience monitoring and reporting on SLAs, KPIs, service performance, and support backlogs.
• Proven experience coordinating technical escalations and critical incidents across multiple support levels.
• Hands‑on experience with ServiceNow, Jira, and Confluence within support environments.
• Experience managing Known Errors, workarounds, and knowledge repositories.
• Good understanding of REST APIs, system integrations, monitoring platforms, alerting solutions, and DevOps environments.
• Experience interacting with both business and technical stakeholders in complex IT environments.
• Strong organizational, analytical, and problem-solving skills.

Nice to Have

• Knowledge of ITIL best practices and IT Service Management frameworks.
• Experience in international and multicultural environments.
• Experience working with Agile teams and methodologies.
• Certifications related to IT Service Management, Agile, or Application Support environments.

Where would we like you to be based for this position?

The role will be performed in remotely from Spain.

What can we offer you?

• Permanent contract from day one.
• Flexible working hours with reduced working hours on Fridays.
• Intensive working schedule during July and August.
• 22 working days of annual leave, your birthday off, and December 24th and 31st as additional days off.
• Flexible compensation package including private health insurance, meal vouchers, transportation, and childcare vouchers.
• Free English classes.
• Access to a catalogue of benefits and discounts.

Who are we?

At Izertis, we drive the digital transformation of companies, organizations, and individuals through tailor‑made, innovative, and impactful technological solutions.

Founded in 1996, with 30 years of history and listed on the BME Continuous Market, Izertis has established itself as one of the fastest-growing companies in Europe.

Today, we are more than 2,700 professionals working across offices in Europe, America, and Africa, with a presence in over 50 countries. We deliver services and projects through a broad portfolio of solutions including Software Engineering, Consultancy & Governance, Cloud & Infrastructure, Cybersecurity, AI & Data & Emerging Technologies, CX & Business Solutions, and other enabling technologies that support digital transformation processes.