ABOUT THE ROLE:
- The ITSM Coordinator serves as the critical link between the Service Desk and technical Operations/Development teams. This senior-level functional role analyses ticket trends, manages high-priority escalations, and streamlines the handover process between support and engineering via Zendesk and Jira.
KEY RESPONSIBILITIES:
- Trend Analysis & Reporting: Conduct weekly/monthly analysis of Zendesk ticket data to identify recurring technical issues. Provide actionable insights and recommendations to the Operations team to reduce incident volume.
- Zendesk-Jira Integration Management: Oversee the end-to-end Dev Handover process. Ensure all escalations from Zendesk to Jira include necessary reproduction steps, logs, and business impact data.
- Escalation Oversight: Act as the primary point of contact for aged or high-priority tickets. Facilitate communication between front-line agents and back-end engineers to ensure SLAs are met.
- Liaison & Communication: Translate complex technical updates from Development/Ops into clear, customer-facing language for the Service Desk team.
- Continuous Improvement: Maintain the Knowledge Base (KEDB) and update Standard Operating Procedures (SOPs) based on resolved Jira issues to prevent future escalations.
REQUIRED SKILLS & EXPERIENCES:
- Platform Expertise: Advanced proficiency in Zendesk (Views, Triggers, Automations) and Jira (Issue types, Workflows, Sprint cycles).
- Analytical Mindset: Ability to export data and create reports (Power BI, Excel, or Zendesk Explore) that highlight Problem areas vs. Incident spikes.
- Technical Literacy: Sufficient understanding of infrastructure/app development to triage issues before they reach the DevOps team.
- Soft Skills: Strong negotiation and conflict-resolution skills to manage competing priorities between Support and Development.
PREFERRED QUALIFICATIONS:
- ITIL v4 Foundation certification.
- Experience in a Shift-Left environment (moving technical resolution closer to the front line).
