Role and Description

Fujitsu is looking for an Administrative Reporting-IT Coordinator to hire into a well-established work situation with a long-term Managed Services Contract.
A candidate who desires a stable, well-organized and flexible environment to flourish in, among a group of dedicated and lively team members. 
This job offers personally gratifying tasks and a supportive and personable management team to engage with, and all training necessary is provided to ensure success in producing quality deliverables to the Account, and other duties and responsibilities as required.  
Some of the responsibilities of this role include: 
Reporting, Incidents and Service Requests, which will be managed and processed in accordance to the contractual Service Level Agreements (SLAs); IT Support for the team including work on the ServiceNow platform; Process Analysis and Revision; Resourcing on/offboarding IT Coordinator. Successful Candidate will work closely with the all Application Managers and Business Group teams.

Other Duties include, but not limited to:

•    Developing, enhancing, maintaining reporting database 
•    Producing incident reports, application management reports and operational reports
•    Assisting the Major Incident Coordinator when a high-severity incident is in progress, by ensuring the steps required as part of the incident resolution process are followed, drafting notifications, etc.
•    Acting as the first point of contact during working hours for all incidents assigned to Fujitsu.
•    Reviewing, accepting and redirecting the incidents to the proper Fujitsu team.
•    Monitoring SLAs against active incidents and engaging team leaders when there is a risk of breaching the SLAs.
•    Producing the SLA month-end reporting.
•    Liaising with both internal resources, and external client stakeholders.
•    Re-assigning service requests to the proper internal Fujitsu group.
•    Producing documentation for Census Application management, and Master Services Agreement Application Change Requests.
•    Document, review and update all Standard Operating Procedures/processes.
•    Manage and provide support for all Technology Requests through ServiceNow Portal.
•    Manage requests for Hardware assets and Client LAN account
•    Liaise with the Client Representative to identify and report issues, and laptop return, etc.
•    Access Badge procurement.
•    On-Off boarding procedures for account.

Mandatory Skills, Certifications and Experience

•    Strong EXCEL skills
•    Strong MS Office skills
•    Exposure to Visio
•    Demonstrated ability to prepare documentation: well-written, concise and clear
•    Report Preparation
•    Strong Analysis / Problem Solving
•    Excellent English communication skills, both written and verbal
•    Strong attention to detail
•    Exposure to ServiceNow platform
•    Quick learner and Positive attitude
•    Ability to collaborate with others
•    Ability to multi-task in a fast-paced environment
•    Ability to manage process definition and implement change
•    Ability to facilitate process workshops that involve eliciting process requirements and liaising with users
•    Ability to identify areas of opportunity to improve Standard Operating Systems and workflow charting

Desirable Skills, Certifications and Experience

•    Microsoft SQL Servicer Integration Services (SSIS) 
•    Microsoft SQL Server T-SQL (Transact SQL)
•    Extract TranSQLsform and Load (ETL)
•    Familiar with Incident/Change Management
•    Familiar with ServiceNow
•    Solid academic performance with 2+ years of post-secondary experience
•    Process Analyst or some Business Analyst experience