IT Operations Coordinator

4 weeks ago

St John's, Newfoundland and Labrador, Canada Cooke Inc. Full time

Company Overview


Cooke Inc. is a global seafood company with operations in North America, Europe, South America, and Australia.



About the Role


We are seeking an IT Operations Coordinator to join our Cooke IT Operations team.


The successful candidate will be responsible for managing the flow of IT service requests, incidents, escalations, and project resource requests.


This role requires excellent communication skills across multiple levels of stakeholders, the ability to generate management reports, and close collaboration with IT teams to ensure efficient, timely, and high-quality service delivery.



Job Description


As an IT Operations Coordinator, you will prioritize and assign incoming IT Operational requests and incidents based on urgency and impact.


You will ensure timely acknowledgment and resolution of requests and incidents, monitoring the status of incidents and requests, ensuring adherence to SLAs (Service Level Agreements).


Additionally, you will handle escalations promptly and efficiently, coordinating with relevant IT teams to action and resolve issues.


Acting as the primary point of contact for escalated incidents, you will ensure stakeholders are informed of progress and resolution.


You will work closely with IT operational teams, ensuring timely, effective communication and collaboration.


Facilitate regular team meetings to discuss ongoing issues, challenges, and process improvements.


Serve as a liaison between end-users and IT teams, ensuring clear and concise communication.


Generate and distribute regular management reports on incident trends, SLA compliance, and team performance.


Maintain accurate records of incidents, service/project requests, and resolutions in the ITSM (IT Service Management) system.


Develop and update documentation for processes, procedures, and best practices working closely with our Knowledge Analyst.


Identify areas for process improvement and recommend solutions to enhance the efficiency and effectiveness of IT operations.


Participate in the development and implementation of new IT support tools and technologies.



Requirements


We require a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.


A minimum of 2-3 years of experience in IT support and/or coordination roles is necessary.


Experience with ITSM systems and tools (e.g., ServiceNow, Jira) is preferred.


Key skills and abilities include:



  • Strong organizational and multitasking abilities
  • Excellent communication and interpersonal skills
  • Ability to prioritize tasks effectively under pressure
  • Proficiency in generating and analyzing reports
  • Familiarity with ITIL framework and best practices is a plus


Compensation and Benefits


The estimated salary for this position is $65,000 per year.


Benefits include:



  • Health benefits including coverage for dental, vision, and extended medical care
  • Life and disability insurance provided for financial security
  • Access to an Employee Assistance Program (EAP)
  • Opportunity for RRSP matching to support your retirement savings
  • Paid vacation and holidays
  • Wellness programs and access to on-site gym facilities (available in some locations)
  • Professional growth opportunities and avenues for advancement
  • Employee discounts on company products or services
  • On-site parking or parking allowance


About Our Team


We are a dynamic team that counts performance, rewards contribution, and recognizes talent.


At Cooke Inc., we champion our employees' growth and provide them with the platform to create their path, career, and future.

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