Support Coordinator

Application Support Coordination

Primary Tasks and responsibilities

*The Support Coordinator reports to a Project Manager

*Responsible for the coordination and completion of application support tasks

*Works with offshore and onshore support delivery organizations to get support issues and tickets completed in time and to the users satisfaction

*Sets deadlines for external support delivery organizations, monitors and summarizes resolution progress

*Track, schedule and manage issues to ensure IT commitment dates and project deliverables are met

*Assist in preparing reports for upper management regarding support status

Non-Technical profile requirements

*Accepts personal responsibility for client satisfaction

*Strong tracking, coordination and project planning skills

*Establishes and manages engagement objectives, expectations and quality plan

*Ability to identify and implement process and/or application improvements

*Strong analytical and problem-solving skills

*Must be able to work on multiple simultaneous tasks with limited supervision

*Quick learner, motivated self-starter

*Excellent customer service, interpersonal, communication and team collaboration skills

*Able to follow change management procedures and internal guidelines

Methodology/Certification requirements

*Master and/or Bachelor Degree in Mathematics, Engineering, Computer Science, Chemistry or Bioinformatics OR equivalent through experience. Advanced course work in technical systems plus continued education in technical disciplines is preferred

*Additional certification is a plus

Language proficiencies

*Excellent command of the English language, spoken and written

*Dutch is a plus