Service Coordinator

Vor Ort
48 Monate
ORCA Solution AG
flag_no Österreich
Jennifer Sloot

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We are looking for a Service Coordinator in the Area of Basel:

Task Description:
A Process Coordinator role may exist at an Account, Delivery Center, and in some instances Country level.
The actual spread of the Coordinator roles will vary across organizations, but where they exist Account Coordinators will be accountable to Delivery Center Coordinators, and Delivery Center Coordinators to Country Coordinators as appropriate. Country Coordinators (or Delivery Center Coordinators if none exist) will additionally be accountable to Country Process Managers.
This role, at all levels, can break down into two separate areas: the day-to-day proactive role and the administration elements required to support the role. In organizational terms this role may therefore be split and be assigned to different skill levels.
Specific responsibilities of the Process Coordinator(s) include:
• Coordinating day-to-day process(es) execution
• Resolving process exceptions that arise during normal day-to-day process activities
• Ensuring that all specific process roles are correctly assigned and executed
• Acting as an escalation contact for all roles involved in the process
• Controlling individual items of work within a process(es)
• Providing appropriate process education to process users
• Producing and maintaining procedures on an ongoing basis
• Documenting any required process improvements
• Documenting any process compliance issues
• Making recommendations for process, procedure, and tool improvements
• Audit Report
• Completed Action Plan
• Completed Customer Satisfaction Survey
• Completed Health Check / Audit
• Outcome of Process Compliance Issue
• Process Health Check Requirement
• Resolved Process Compliance Issue
• Documented Process Compliance Issues
• Documented requirements for process improvements
• Escalation Details
• Implemented configured operational processes
• Issue Resolution Solution
• Locally Resolved Process Issue / Exception
• Process Trend Analysis • Request Records Updated
• Root Cause Analysis for Any Negative Process Trends
• Up-to-date information about the request status provided to the requester

Focused Task - Description:
The Change Process Coordinator is overlooking process issues and procedural flows in close cooperation with the Process Manager. Specific responsibilities include:
• Defining Change Mgmt Key Performance Indicators for the Process Mgr.
• Analyzing process issues based on the input from the daily operation.
• Constantly review the process in its entirety.
• Work and develop necessary process changes in cooperation with the Process Architect
• Work on the permanent process improvement.
• Creating and maintain the Process Documentation.
• Creating and maintaining Training Documentation
• Training of the delivery staff located in various Centers.
• Backup of the Process Manager
• Report any process issues and changes on a weekly base.
• Report KPIs to Business Controls

Required Skills:
Process (ITIL) Know-how
Know-how in the Operational Request Management process area
Good communication skills

Nice to have skills:
Knowledge of the Operational Request Management
Project management experience
Regulated account experience

English fluent speaker, good reading & writing skills

October 2010


Please send us your CV as a Word Document incl. Availability and hourly rates.

ORCA Solution AG
Aeschengraben 10
4010 Basel

Telefon: +41 (0)
ORCA Solution AG