The Request (aka IMAC) Coordinator

Executive Summary: The Technology Management Coordinator manages and facilitates technology requests for our company's Wealth Management business. As part of a centralized team, our Coordinators oversee 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 team's central mailbox

Identify 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

Proficiency in Microsoft Visual Basic (macros)

Strong organizational skills

Strong time management skills

Strong analytical skills

Strong interpersonal, written and oral communication skills, attention to detail

Strong customer service orientation

Basic understanding of Tableau

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 working in a team-oriented, collaborative environment

Experience in the financial industry a plus