IT Solutions Operations Coordinator
Cadmus Soluções em TI
full-time
Posted on:
Location Type: Hybrid
Location: Indaiatuba • Brazil
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About the role
- Handle all aspects of service management effectively, including incident, service and change management
- Manage and prioritize service management tickets and assist the IT Service Manager
- Participate in the Change Advisory Board and review change processes in line with Eurofins standards
- Monitor Major (P1 and P2) incidents, ensuring they are logged, progressed, updated, authorized, expedited and resolved efficiently
- Chair conference calls and/or group chats
- Prepare post-incident documentation together with technical teams
- Ensure proper escalation procedures are followed
- Trigger email notifications and SMS for Major Incidents within the required timelines
- Be accountable for the process and maintain, design and improve it as necessary
- Own and maintain the program service catalogue in BMC Helix
Requirements
- Degree in Computer Science/MCA or another bachelor’s degree with relevant experience
- ITIL v3/v4 Foundation (mandatory)
- Strong experience with BMC Helix — important
- Hands-on experience with service reporting
- Experience handling escalations
- Experience with change management
- Excellent written and verbal communication skills
- Experience with laboratory-related applications is an advantage
Benefits
- Some flexibility in working hours
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service managementincident managementchange managementservice reportingescalation handlingBMC Helix
Soft Skills
communication skillsorganizational skillsaccountabilitycollaboration
Certifications
ITIL v3 FoundationITIL v4 Foundation