IT Workflow Coordinator

Heredia
Permanente
Tiempo completo

Hace 29 días

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a IT Workflow Coordinator to join our team in Heredia, Costa Rica.Job Description / Responsibilities:

Monitor, assign, and prioritize IT service requests and incidents to the OnSite Support team, ensuring timely resolution within SLA guidelines.
Collaborate with the Back Office team to manage escalations, complex technical issues, and ensure seamless end-to-end service delivery.
Organize and schedule onsite technicians for hardware replacements, desk-side support, and other technical interventions.
Track ticket progress, identify potential delays, and escalate critical issues. Prepare reports on KPIs, ticket volumes, and service performance.
Ensure adherence to ITIL-based service management processes, including Incident, Request, and Change Management.
Act as a liaison between the OnSite Support team, Back Office, and end-users to ensure transparent updates and efficient issue resolution.
Identify areas for workflow optimization, propose improvements, and participate in process reviews.
Support hardware asset management by coordinating equipment availability and delivery for onsite technicians.
Foster teamwork, collaboration, and knowledge sharing within the OnSite and Back Office teams.
Ensure the compliance of the different consoles that we have the client related of Asset Management & tickets.
Metrics & report Analyst (SLAs, KPIs and Compliance Controls) MS Excel, Macros and MS Access.

Education:

2+ years of experience in IT support coordination, service desk, field services, or workflow management.
Familiarity with IT OnSite Support operations and ITSM platforms (ServiceNow, Remedy, Jira).
English language: Intermediate level (B2/B2+)

Skills:

Work experience preferably in MS Excell & MS Access advanced.
Knowledge of the business and the IT taxonomy
Presentation skills and ability to listen effectively and accurately interpret the results
Ability to create effective metrics and dashboards
Highly competent in the use of desktop tools and software for presentations and consolidation of data: MS PowerPoint, Word, Excel, Visio, SharePoint, among others.
Organizational capacity to work under pressure and react quickly to changes in focus and / or priority.
Strong organizational and multitasking skills.
Good understanding of ITIL practices and IT service workflows.
Excellent communication and interpersonal skills for coordinating teams and stakeholders.
Problem-solving and proactive mindset.

About NTT DATANTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atWhenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click .

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