IT Operations Support Coordinator

OVERVIEW:

You will be responsible, as part of this team, for day to day effective IT service provisioning, so you will help to ensure effective and efficient end-to-end operational support service with the focus on coordinating operational activities like bug fixing, maintenance or enhancements, with a focus on SAP SRM. You coordinate operational day-to-day deliverables, primarily with our delivery teams in Poland as well as other suppliers (onsite and/or offshore) and you will work together with various IT team members.

GENERAL INFORMATION:

- Start date: 16.10.2017
- End date: 15.10.2019
- Work location: Basel Area

TASKS & RESPONSIBILITIES:

- Organize and track support activities required to maintain or enhance existing functionality and ensure realization of new features per approved business requirements
- Apply and enhance effective support processes, monitor adherence to existing support procedures and improve further where applicable
- Initiate and track progress of the delivery of technical fixes, maintenance-items as well as enhancement requests. Provide regular status updates to ensure visibility of the team's support SLA
- Lead regular R2R (SRM) support meetings with the required participants, oversee, track and ensure compliance reporting.
- Lead and/or contribute to regular meetings with key stakeholders to share plans and goals to improve the support process.
- Help to strengthen the relationship with stakeholders who play a role in the end to end support model
- Ensure productive collaboration with interfaced partner systems and other IT teams by regularly tracking issue resolution progress

MUST HAVES:

- 4 years of general experience in the area of IT service management/delivery management, preferably about SAP solutions
- 4 years of strong experience in organizing, planning and monitoring team's workload, prioritize, report status etc.
- 2+ years of experience working in a virtual and global team-environment
- Rapidly understands pre-requisites required for fact-based delivery-planning, considering constraints, implications on/from technology or other aspects
- Proven experience with coordination of IT service delivery tasks
- Able to work independently to coordinate deliverables or IT-problem resolution, having good analytical and problem solving skills and the ability to learn new processes
- Demonstrated focus on customer service and on-time delivery
- Fluent English

NICE TO HAVES:

+++ German speaking

++ SAP technical experience/knowledge