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IT Operations Coordinator
BCM OneIT Operations Coordinator supporting daily effectiveness and continuous improvement of IT operations at BCM One. Taking charge of incident management and collaboration across teams in a hybrid work setting.
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Coordinate incident management, including identification of major incidents, escalation, communication, and resolution tracking.
- Support and help execute change management processes by coordinating meetings, documenting changes, and collaborating with stakeholders.
- Maintain strong ticket hygiene, ensuring tickets are properly categorized, prioritized, assigned, and resolved in a timely manner.
- Collaborate with IT team members to groom backlogs and ensure tasks are accurately documented and prioritized.
- Develop and maintain technical documentation, how‑to guides, and knowledge base articles to support IT processes and end‑user self‑service.
- Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).
- Act as a liaison between IT and other departments, providing updates on incidents, changes, and ongoing initiatives.
- Participate in continuous improvement efforts to enhance IT operations and service delivery.
Requirements
What you’ll need- Bachelor’s degree in information technology, Business Administration, or a related field, or equivalent work experience.
- 2+ years of experience in IT operations, IT support, or a related role within an IT environment.
- Strong understanding of IT service management (ITSM) principles, including incident and change management.
- Experience working with ticketing and workflow management systems.
- Excellent organizational, time‑management, and communication skills.
- Ability to work independently while collaborating effectively with cross‑functional teams.
- Experience with ITSM tools such as Jira Service Management, ServiceNow, or similar platforms.
- ITIL Foundation (v3 or v4) or similar certification is a plus.
Benefits
Comp & perks- Competitive industry salaries with annual reviews
- Health Insurance (HMO with 2 free dependents)
- Generous Paid time off
- Company retirement plan
- 13th month pay
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementchange managementticket managementtechnical documentationkey performance indicatorsservice level agreementsIT service managementworkflow management
Soft Skills
organizational skillstime-management skillscommunication skillscollaboration skillsindependent work
Certifications
ITIL Foundation v3ITIL Foundation v4