Applications Service Coordinator

To ensure that a service is managed appropriately, a Service Coordinator provides a single point of accountability, necessary to achieve the required delivery whilst maintaining a business focus.

They are accountable for the delivery of a specific service, and responsible for other aspects such as maintenance, enhancements and general operation.

A single person may fulfill the Service Coordinator role for one or more services.

Application/service context:

ASSA ABLOY is currently investing in global Financial Consolidation application such as OneStream and needs to establish managed services to prepare for future support and maintenance of this global platform.

Responsibility:

• Delivering a specific service within the agreed service levels, customer requirements, and in compliance with company policies and directives, and with regulatory and legal requirements.
• Act as the primary point of contact for technical and operational queries with third-party vendors and service providers.
• Ensure timely resolution of issues and maintain strong working relationships with external and internal partners.
• Maintain, monitor integration performance and troubleshooting issues as they arise and support integrations across platforms including:
  • • Boomi
    • Data Warehouse
    • Power BI
    • Metadata Export Tools
    • Other internal/external integration systems
• Providing technical expertise and support for the configuration and management of the service.
• The focal point for IT issues related to the service. Coordinate with internal IT teams for:
  • • Firewall rule requests and network configurations
    • User access provisioning and deprovisioning
    • Other infrastructure-related support needs
• Support the onboarding of new platforms and tools, ensuring smooth handover from project to operations.
• Provide ongoing operational support post-transition (for OneStream, its MS Office add-in etc.), including documentation and knowledge sharing.
• Identifying opportunities for service improvements.
• To ensure adequate communication with the customer(s) for all service-related enquiries and issues.
• Ensure compliance to appropriate Processes throughout the service lifecycle.
• To serve as the point of escalation for major incidents.

Required Skills and Competencies

• 5+ years of experience in IT domain
• Knowledge of IT Service Management, specifically Service Catalogue, Request Fulfillment, Change, Incident, Problem, Service Level and Configuration Management.
• Good communication skills to build relationships with stakeholders at all levels.
• Strong business focus with understanding that technology is an enabler to the business.
• Ability to manage multiple tasks and priorities in a dynamic environment.
• Ability to effectively communicate in the English language verbally and in writing.
• Excellent communication and coordination skills for working with both internal teams and external vendors.
• Solid experience with financial systems (ERPs and EPMs), such as Oracle HFM or the OneStream platform.
• Proven experience in integration support or platform operations, preferably in a data-driven environment.
• Strong understanding of IT infrastructure concepts (e.g., access management, firewalls, networking, SAAS).
• Process and project oriented, organized, strategic, analytic, creative and proactive.

Travel and Location

• Travel and fieldwork might include international travel, therefore employee must possess a valid Passport and can acquire valid visas.
• Position based at ASSA ABLOY office in Chennai, India and will be reporting to Product Team Manager - Applications