FW: New Opportunity - Software Support Coordinator

[Patrick Bailey]

An opportunity at GFS!  (Thanks to alum Cameron PreFontaine for sending this!)

---------- Forwarded message ----------
From: Erika Hoeks <erika.hoeks at gfs.com<mailto:erika.hoeks at gfs.com>>
Date: Thu, Feb 11, 2016 at 4:22 PM
Subject: New Opportunity - Software Support Coordinator
To: #IS Base <is_base at gfs.com<mailto:is_base at gfs.com>>


Position Summary

Coordinates and provides Second level customer support for Application Teams.  Ensures incidents are accurately captured/communicated/resolved, knowledge documents are created, and serves as liaison to the Help Desk, Customer Technology Support, and other Application Teams.  Is responsible for coordinating primary/secondary support rotation, helpdesk emergency expansion process, and third party vendor support relationships.  Completes tactical requests as assigned.



Essential Functions

  *   Coordinates Business Day On‐Call, ensuring coverage for business hours. Maintains the primary/secondary On‐Call calendars for the Application Team.
  *   Ensures Syntel incidents and requests are resolved on a timely basis and information captured is complete and accurate.
  *   Monitors tickets to identify potential incident trends and opportunities for system/process improvements.
  *   Leads the support process to review incidents and ensure preventive actions are identified, logged in JIRA and completion tracked.
  *   Identifies and ensures creation of Knowledge Documents to support HelpDesk and Customer Technology Support.
  *   Keeps departmental scorecards up to date in accordance with departmental direction.
  *   Maintains relationship with third party IT vendor support teams to ensure prompt resolution to incident/request tickets.
  *   Key areas of focus also include solution usability, upgrades, software change management, training, and documentation.
  *   Participates in Situation Meetings to provide Application Team updates and provide coordination of customer communications and resolution activities.
  *   May be tasked with maintaining team Score Card & Team Profile documents.
  *   Attends support coordinator meetings with HelpDesk, CTS, and ISOC.
  *   Performs other duties as assigned.
  *

Requirements

  *   Bachelor degree in Computer Science, Information Systems, or related field
  *   1 – 3 years previous software engineering experience or equivalent combination of education, training, and experience.  Proven analytical, critical thinking, and troubleshooting skills are essential for being successful in this role.
  *   Experience working with customer facing transactional applications a plus.




[view]

Erika Hoeks | erika.hoeks at gfs.com<mailto:erika.hoeks at gfs.com>

Executive Assistant | Information Systems & Business Transformation

p: 616-717-6392 | f: 616-717-9129

1300 Gezon Prkwy | Wyoming, MI 49509




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[view]

Cameron PreFontaine | cameron.prefontaine at gfs.com<mailto:cameron.prefontaine at gfs.com>

Information Systems: BE_FinanceHR | p: 616-717-7828 | c: 616-826-7939
1300 Gezon Parkway SW | Wyoming, MI 49509
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