M3 Coordinator

Job description

Position Description:

The M3 Coordinator plays a critical role in the M3 delivery by participating during the on-boarding of customers, ensuring that SLA's and KPI's are met, reports are generated and submitted as well as driving process improvements.

Your future duties and responsibilities:

• Ensure ticket SLA/KPI’s by checking the ticketing systems and coordinating the tickets with the consultants/customers/PBU (Sweden).
• Coordinate with other teams such as service desk and MIMS specially during major incidents
• Coordinate with customers on ticket handling processes and issues
• Attend meetings with PBU (Sweden) and in some cases host meetings
• Collaborate with SDM’s on customer processes
• Prepare reports for customers as needed
• Participate in onboarding the customers during transition
• Participate in onboarding new colleagues to the team (mostly on processes)
• Participate or propose improvement plans
• Perform other tasks as agreed and assigned

Required qualifications to be successful in this role:

• At least 2 - 3 years of experience in Service Desk preferably experience with Service Management tools such as JIRA, Service Now, and Helix.
• Previous experience in Service Management
• M3 knowledge is nice to have but not required.
• Proficient in Office products such as Excel, Word, and PowerPoint
• Good written and verbal communication skills in the English language
• Solid analytical and problem-solving skills
• Good process mapping ability
• Proactive, service-minded, and able to multi-task
• Good interpersonal skills
• Must be amenable to working onsite 2-3 days a week in McKinley, Taguig on a mid-shift schedule

Skills:

·  Analytical Thinking
·  Change Management
·  Incident Management
·  Problem Management
·  Service Request Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.