Job #: 2483
Title: Technology Request Coordinator
The Technology Request Coordinator manages and facilitates technology requests for the Wealth Management business. As part of a centralized team, our Coordinators oversea a high volume of requests via the ServiceNow ticketing system for approximately 600 distributed Wealth Management offices. They ensure timely purchase, provisioning, shipping, installation and disposal of all hardware (and software) technologies required. Key to this role is the ability to work with various teams who participate in the fulfillment of these requests, ensuring they are following operational best practices and meeting service levels. The Request (aka IMAC) Coordinator will interface with internal clients/end users providing world-class customer service skills, while ensuring our policies and procedures are being followed.
Responsibilities Include:
ServiceNow ticket/task management and assignment
Oversight of tasks assigned to other groups (internal and vendor)
Perform tasks specific to Coordinators, such as tracking of assets, validating encryption, etc.
Provide constant feedback of knowledge articles, for both accuracy and completeness
Ability to follow technical and procedural documentation
Monitor, manage teams central mailboxIdentify gaps and process improvement opportunities
Assist in testing for automated workflows and integrations with other systems
Communication both verbal and written with requestors (internal customers) and support teams
Ability to troubleshoot and handle escalations and expedite requests
Qualifications:
Working knowledge of ServiceNow (or similar) ticketing system
Proficiency in Microsoft Office Suite (Excel, Word, etc.) is required
Strong organizational skills
Strong interpersonal, written and oral communication skills, attention to detail
Strong customer service orientation
Ability to present ideas and solutions in user-friendly language
Ability to build and maintain relationships with customers, peers and support partners
3+ years of experience in technology support functions
Experience in the financial industry a plus
Experience working in a team-oriented, collaborative environment
