Job Description
This role ensures the effective operation of the support model based on ServiceNow, compliance with SLAs, ongoing knowledge base optimization, and the execution of improvement initiatives.
The Support Coordinator plays a key role in troubleshooting invoicing processes and driving transformation projects in coordination with the IT ERP Service Manager.
As part of a regional/global IT organization, this position requires close collaboration with cross-functional and technical teams, as well as strong governance, service excellence, and operational discipline.
Key Responsibilities
- Manage all user requests through ServiceNow, ensuring timely and accurate resolution in line with defined SLAs.
- Operate and continuously improve IT support processes, including incident management, priority handling (P1s), and service documentation.
- Maintain and enhance the knowledge base to improve service efficiency and user experience.
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