Description
Application Support Coordination
Primary Tasks and responsibilities
*The Support Coordinator reports to a Project Manager
*Responsible for the coordination and completion of application support tasks
*Works with offshore and onshore support delivery organizations to get support issues and tickets completed in time and to the users satisfaction
*Sets deadlines for external support delivery organizations, monitors and summarizes resolution progress
*Track, schedule and manage issues to ensure IT commitment dates and project deliverables are met
*Assist in preparing reports for upper management regarding support status
Non-Technical profile requirements
*Accepts personal responsibility for client satisfaction
*Strong tracking, coordination and project planning skills
*Establishes and manages engagement objectives, expectations and quality plan
*Ability to identify and implement process and/or application improvements
*Strong analytical and problem-solving skills
*Must be able to work on multiple simultaneous tasks with limited supervision
*Quick learner, motivated self-starter
*Excellent customer service, interpersonal, communication and team collaboration skills
*Able to follow change management procedures and internal guidelines
Methodology/Certification requirements
*Master and/or Bachelor Degree in Mathematics, Engineering, Computer Science, Chemistry or Bioinformatics OR equivalent through experience. Advanced course work in technical systems plus continued education in technical disciplines is preferred
*Additional certification is a plus
Language proficiencies
*Excellent command of the English language, spoken and written
*Dutch is a plus