Technology Request Management Coordinator (IMAC)

The Request Coordinator manages and facilitates global technology removal requests for our client in the financial industry. As part of a centralized team, our Coordinators oversee a high volume of requests via the ServiceNow ticketing system for distributed Wealth Management and Institutional Service Group locations. They ensure timely removal of hardware as requested. Key to this role is the ability to work with various teams across the globe who participate in the fulfillment of these requests, ensuring they are following operational best practices and meeting expected service levels.

The Request (aka IMAC) Coordinator will interface with internal clients/end users providing world-class customer service skills, while ensuring our policies and procedures are being followed.

Responsibilities include:

• ServiceNow ticket/task management and assignment
• Oversight of tasks assigned to other groups
• Perform tasks specific to Coordinators, such as tracking of assets, validating encryption, etc.
• Outside the box thinking; Ability to quickly adopt to process changes while maintaining best practice standards
• Ability to work multi-culturally; Understanding the global nature of the role
• Provide constant feedback of job plans and knowledge articles, for both accuracy and completeness
• Ability to follow technical and procedural documentation
• Ability to work within a fast-paced environment
• Communication both verbal and written with requestors (internal customers) and support teams

Qualifications:

• Working knowledge of ServiceNow (or similar) ticketing system
• Proficiency in Microsoft Office Suite (Excel, Word, etc.) is required
• Strong organizational skills
• Strong time management skills
• Strong analytical skills
• Strong interpersonal, written and oral communication skills, attention to detail
• Strong customer service orientation
• Ability to present ideas and solutions in user-friendly language
• Ability to build and maintain relationships with customers, peers and support partners
• 3+ years of experience in technology support functions
• Experience working in a team-oriented, collaborative environment
• Experience in the financial industry a plus

Role will transition into a larger scope, to assist in managing/coordinating the return of off network data bearing technology assets.

Responsibilities include:

• Working with both end users, vendors and technology staff to identify and investigate assets that have gone off net
• Coordinate the recovery and/or decommissioning through proper processes
• Familiarity with data bearing technology assets is required (drives, boards, servers, desktops, etc.)
• Creation and management of exception-based reporting
• Customer service and interpersonal skills a must