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Open nowPosted 9 days ago

ITSM Coordinator

ABACUS46 open roles

Where
Remote in US
Work mode
Remote
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Your applicationOpen nowITSM CoordinatorABACUS · Remote in US

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market. ABACUS postings stay open a median of 50 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 9 days ago

ABACUS median: 50 days open

The posting

Overview:

The ITSM Coordinator is responsible for ensuring the smooth handling of service tickets, focusing on triage, coordinating on-sites and other miscellaneous dispatches, and monitoring multiple boards to maintain ticket flow. This role requires attention to detail, timely communication, and proactive problem-solving. ITSM Coordinators serve as a key point of coordination between internal teams and clients, aiming to support the delivery of efficient, high-quality service experiences.

Duties and Responsibilities:

  • Conduct triage exclusively for tickets in the "Manual Review" status, assessing urgency, impact, and appropriate categorization.
  • Ensure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up.
  • Monitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.
  • Manage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.
  • Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.
  • Review all tickets marked as “Client Updated” to confirm the resolution is clear, a resource is assigned, and any urgent updates are escalated to the appropriate team.
  • Monitor unassigned P1 tickets to verify they are progressing as expected.
  • Spot potentially stalled tickets by sorting by Last Update. If unassigned, raise the issue in the team chat and suggest a future review time. If assigned, ensure the next steps are scheduled or help determine a follow-up.
  • Check tickets in Manager Review status to verify managerial assignment. If there's no activity within 2 days, leave a note in the ticket and escalate via Teams if necessary.
  • Reach out to clients via phone and email for tickets marked Waiting on Client to obtain required information.
  • Review application-specific tickets to ensure they're properly bundled, prioritized, and routed.

Qualifications and Experience:

  • Associate's Degree in a computer-related field preferred.
  • 2-4 years of customer service experience required.
  • 1-3 years of ticket management or triage processes preferred.

Knowledge, Skills, And Abilities:

  • Strong customer service orientation and communication skills.
  • Excellent organizational and multitasking skills.
  • High attention to detail and ability to manage shifting priorities.
  • Comfortable calling clients to coordinate or follow up on service tickets.
  • Ability to type at least 50 WPM.
  • Capable of sitting at a desk and using a computer for prolonged periods.

Attributes That Will Drive Success:

  • Proactive problem-solving and a focus on timely resolution.
  • Ownership and accountability in work.
  • Commitment to continuous improvement and process efficiency.

Job schedule:

8:30-5:30 PST Mon-Fri

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