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Service Coordinator

Service Coordinator

Posting Number 
Posted Date 
Compensation Grade 
Band 52
Job Family 
Shanghai-Information Technology

More information about this job

Position Summary

The Services Coordinator, will help assessing and reviewing the day-to-day processes, and coordinate with different faculties to collect, analyze and document the community requirements and identify the gaps and propose enhancements , he/she will be responsible to communicate and track different stakeholder request, and document the lesson learned to reduce the service outage.


The Services Coordinator, will report to the Service Delivery Manager. The position’s responsibilities require independent analyses, communication, problem solving, initiative and judgment for processes enhancement.


The main responsibilities include:

Stakeholder Coordination (40%)

  • Key player in the faculties support, advocate program and responsible to analyze and propose processes enhancement for the IT Standard Operational Procedures
  • Document and analyze different stakeholders requirements, and report it to relevant parties, and update the process documentation as needed
  • Coordinate with different stakeholders within the Incident Management processes and document issue resolution using the help desk ticketing system.

QA Reporting (30%)

  • Service Quality control and quality assurance: Monitoring service tickets in ServiceLink, creating monitoring report and observe tickets daily operation
  • Administrate the Shanghai Global Home Page, and manage the IT Knowledge Base
  • Track, records and assess IT changes, and apply Quality Assurance techniques to the change management processes

Community Communication (30%)

  • Newsletter and Announcement developments: Drafting the newsletter, convert design to mail client using HTML, content drafting and announcement internal and external communication.
  • Play as a Focal Point for the Faculty onboarding process


Required Education

  • Bachelor Degree, in Business or other relevant disciplines.

Required Experience

  • Not Required; Fresh graduate from an international institute will be a plus but not necessary.

Required Knowledge, Skills, and Abilities

  • Fluency in both written and spoken English
  • Good interpersonal and communication skills to work in a cross-cultural environment;
  • Advanced skills maintaining effective working relationships with academia
  • Good problem solving skills, and good time management skills;
  • High professional integrity, honesty and trust;
  • Well organized, diplomatic, details and service oriented.

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