Job #: 2483

Title: Technology Request Coordinator

Region:

  • New York City, NY
  • Job Type:

  • Contract
  • Contract Pay Rate:
  • $0-25
    • Anywhere
    • Posted 4 months ago

    ‚ÄčThe 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

     

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