ITSM Coordinator

About the role

Softgic is looking for an ITSM Coordinator in Nairobi with experience in IT service management, ITSM tool administration and continuous improvement of technology processes. The role coordinates, implements and optimizes IT service management processes, ensures service availability, quality and security, and compliance with Service Level Agreements (SLAs).

Key responsibilities

• Manage, implement and optimize ITSM processes, including incident, problem, change, configuration and service level management.
• Manage and oversee Jira Service Management, ensuring proper use by the ITSM analyst team, and administer Jira tools used in the Solvo and Vensure environments.
• Coordinate and provide Tier 2 technical support, resolving incidents and service requests on time.
• Ensure SLA compliance and quality standards; oversee IT asset configurations and manage changes to avoid service disruption.
• Prepare reports, management dashboards and KPI analyses, and identify opportunities for automation and process improvement.
• Coordinate with IT infrastructure, operations, development and project teams, and conduct weekly follow-ups on progress, objectives and deadlines.
• Maintain technical documentation, procedures, policies and incident records, and supervise the ITSM analyst team.

Required profile

• Bachelor's degree in Systems Engineering, Telecommunications, Electronic Engineering, Computer Science, Software Development, Industrial Engineering or a related field.
• At least 2 years of experience in incident management, service request management and Tier 2 technical support.
• Knowledge of ITIL and ITSM processes and best practices.
• English and proficiency in Spanish.

Required skills

• Strong knowledge of Jira Service Management and JQL.
• Experience administering ITSM tools and Microsoft Office 365.
• Advanced Excel for data analysis and reporting.
• Troubleshooting in Windows, Linux or macOS, and data network administration.
• Preferred: Power BI, additional ITSM/ITIL training and continuous improvement experience.