IT Coordinator

**Main Purpose of Job**

The role-holder will be responsible for coordinating and ensuring delivery of all aspects of service relating to Oracle. The job holder must guarantee the highest level of Stakeholder satisfaction managing competing demands. Our Services are Cloud-based products, utilising Software as a Service and Platform as a Service.

**Key Responsibilities and Accountabilities**
- Act as the primary point of contact for Stakeholders, responding to enquiries in a timely and professional manner
- Triage and prioritise Incidents, Service Requests and Changes ahead of sharing with Delivery Partners
- Work closely with our Delivery Partners to ensure Incidents, Problems, Service Request and Changes are dealt with, in accordance with contracts and agreed SLAs
- Ensure our Service Management tool is actively used to record all Incidents, Problems, Service Requests and Changes
- Work with our Delivery Partners to ensure reliable Service reporting is produced showing service metrics, identifying trends and making recommendations for improvement
- Monitor service levels and customer satisfaction, proactively identifying areas for improvement and making recommendations to management and/or Delivery Partners
- Manage system licensing to ensure we stay within our contractual limits
- Collaborate with other Argent departments, to ensure smooth and efficient operations at all times
- Ensure appropriate testing is in place, ahead of quarterly system upgrades
- Issue effective communications to Stakeholders to advise of system changes, dates and impact
- Work with Delivery Partners to ensure our environments are managed, ensuring good practices are in place and adhered to
- Work closely with the Project Delivery team to understand future change; ensure appropriate testing is undertaken and ensure standard Change and Releasement Management process is adhered to
- Work with our Delivery Partners to automate a standard Regression test pack which will be used against all future upgrades

**Health and Safety**
- Ensure a thorough knowledge of your Health & Safety responsibilities.
- Always wear Personal Protective Equipment as required. Take responsibility for your own PPE ensuring appropriate storage and care.
- Always strive to work in a manner safe to yourself and others and report any hazards immediately.
- Ensure all staff and visitors operates in compliance with Safety regulations
- Full responsibility for the safety of team members
- Actively participate in addressing Safety, Health and Environmental issues affecting the production areas, ensuring the relevant S, H&E checks are carried out.
- Full knowledge of the Plant Emergency Procedures and associated responses are required

**Company Initiatives**:

- Take responsibility for the Health and Safety of yourself and others whilst at work and to comply with the Company’s policies and legislation
- Support Company Initiatives and demonstrate Company Values.
- To comply with all legal, regulatory and statutory obligations applicable to the role.
- Participate in training and personal development activities as required
- Be flexible in undertaking the duties and responsibilities attached to your role; Carry out any other reasonable tasks as required by the Company.

**Qualifications / Knowledge / Skills & Experience**

**Qualifications**
- Ideally educated to A Level standard

**Specific Knowledge & Experience**
- Experience of working in a customer service or service coordination role.
- Experience of working in an IT support role or end user in an Oracle ERP environment.
- Experience in Enterprise level systems support or development.
- Experience of being part of a project team, focused on testing and release into Live Services.
- Knowledge of service management software is a plus

**_Skills / Core Competencies_**
- Ability to multitask and prioritise competing demands across stakeholders & delivery partners
- Excellent organisational skills
- Excellent verbal and written communication skills
- Team player with strong interpersonal and communication skills.
- Analytical with the ability to research products and technologies and learn independently.
- Diligence and attention to detail is essential.
- Handle confidential information in line with the firm's data security protocols.
- Strong organizational and time management skills, with the ability to multitask and prioritise efficiently effectively
- Ability to work independently and as part of a team
- Strong problem-solving skills and ability to think creatively to find solution.