Service Coordinator - Incident, Problem & Change

Job description

In this position as a Service Coordinator - Incident, Problem & Change , you will be responsible for:
·  Preparing and tracking change requests to ensure that required solution changes are accurately described and reviewed by the proper Change Control boards, responses are coordinated and provided through the review process, and to ensure that all records meet compliancy standards as agreed to by IBM and its client.
·  Prepare and track internal change requests to ensure that the required solutions changes are vetted in our clients environment prior to submitting external change records for approval.
·  Manage change records within agreed time frames -- implementing change within agreed to window, and confirmation that it was completed on time as written.
·  Act as a focal point for process execution to IT organizations and other stakeholders.
·  Performing/coordinating day to day process management.
·  Conduct meetings as needed, i.e. CAB review meeting where the change records are reviewed.
·  Provide reports as needed, past due changes, upcoming changes, weekend changes, ad hoc reporting as needed.
·  Provide appropriate approvals as needed.
·  Follow up with teams as needed for approvals, proper closure, and be a resource for those teams that have questions about the process.
·  Problem management used to determine the root cause of the incident and subsequent resolution by creating RCA record and following up with task owners to complete analysis in a timely manner to meet SLA requirements including approvals where applicable.
·  Ensure that the problem record is created with all the needed details from the incident.
·  Provide the account team with details of the findings of the investigation performed by the administrator team.
·  Coordinated and provided through the review process, and to ensure that all records meet compliancy standards as agreed to by IBM and its clients.
In this role, you will get exposure to a number of different accounts from different sectors. You will interact with employees from around the world and also gain leadership skills.

GTS2020
Auto req ID

330118BR
Required Education

High School Diploma/GED
Role ( Job Role )

Service Coordinator
State / Province

MISSOURI
Primary job category

Technical Specialist
Company

(0147) International Business Machines Corporation
Contract type

Fixed Term - Long Term
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Associate's Degree/College Diploma
City / Township / Village

Columbia
Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  6 months to 2 years of working knowledge of Microsoft Office products
·  Excellent organization skills
·  Excellent communication and written skills
Country/Region

United States
Preferred Technical and Professional Experience

·  ITIL Certification
·  Change Management Experience
·  Incident Management Experience
·  Problem Management Experience
·  Report creation of Incidents, Problems, and Changes
·  Root Cause Analysis Process knowledge
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

N/A
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
New Collar Role

Yes
Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.