Service Coordinator (ITSM)

TL;DR

Service Coordinator (ITSM): Ensuring timely and effective resolution of customer IT issues and managing service requests with an accent on incident, problem, and change management. Focus on driving process improvements and evaluating incident resolution effectiveness to ensure efficient service delivery.

Location: Partially Remote in Bogota, Cundinamarca, Colombia

Company

hirify.global designs, builds, manages, and modernizes mission-critical technology systems that the world depends on every day.

What you will do

• Coordinate and manage service requests, ensuring timely and effective resolution of customer IT issues.
• Manage Service Support processes, including Incident, Problem, and Change Management, ensuring compliance.
• Monitor and report on Service Level Agreements (SLAs) and ensure ITSM systems are maintained and updated.
• Drive process improvements through service improvement plans.
• Orchestrate incident recovery by driving the incident bridge and consolidating integrated resolution plans.
• Communicate the status of high-priority incidents to customers throughout the incident lifecycle.

Requirements

• At least 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management.
• Capability to navigate effectively between infrastructure and application platforms, businesses, functions, end users, and senior management.
• Expertise in desktop, technical, and help desk support, incident management, and service improvement.
• Experience in SLA Management/Service Management.
• Expertise in customer service and customer communications.

Nice to have

• ITIL certified.
• High-level communicator with good written and verbal skills.

Culture & Benefits

• Opportunities for career growth, hands-on experience, and learning.
• Access to employee learning programs and certifications (e.g., Microsoft, Google, Amazon, Skillsoft).
• Company-wide volunteering and giving platform.
• Supportive and inclusive workplace with hirify.global Inclusion Networks to foster diversity.
• Benefits focused on well-being and supporting employees and their families.