FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong operational analysis and customer service skills, with a focus on process improvement and effective communication. Proficient in managing customer relationships and coordinating cross-functional teams to enhance service delivery.
Highest-signal resume keywords
Customer Service ExcellenceOperational Risk AssessmentProject CoordinationServiceNow ProficiencySalesforce Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational AnalysisProcess ImprovementBusiness Impact AnalysisIncident TrackingAutomation Initiatives
Soft Skills
Strong Written CommunicationOrganizational AbilitiesTime ManagementProblem-SolvingRelationship Management
Tools & Technologies
ServiceNowSalesforceMicrosoft Office
Industry Keywords
Managed ServicesTechnology ServicesIT OperationsCustomer CommunicationChange Management
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Analyze operational issues, interpret service delivery processes, assess customer impacts, and recommend improvements
- Coordinate and deliver customer communications for change management, maintenance events, service interruptions, and operational updates
- Draft and distribute customer notifications and maintain communication templates and processes
- Consult with customers regarding operational impacts, service risks, mitigation strategies, and service events
- Support ServiceNow message delivery processes and notification workflows
- Identify, implement, and evaluate automation initiatives
- Track incidents, service requests, problems, action items, and ticket hygiene
- Maintain accurate customer-facing dashboards and coordinate with technical teams on ticket updates
- Determine escalation needs for aging or at-risk items
- Conduct post-incident reviews and present impact assessments, root cause summaries, and recommendations
- Analyze operational and business impacts of service events
- Manage support activities for assigned shared customer accounts and route customer inquiries
- Provide operational guidance on service utilization, support processes, and best practices
- Assist with customer Disaster Recovery tests and manage schedules, action items, communications, documentation, and follow-up
- Coordinate customer data center access requests, approvals, documentation, and records
- Support Client Executives and Service Account Managers with renewals, opportunity management, ticket coordination, Salesforce updates, and account information
- Participate in customer meetings and present operational findings, service impact summaries, and recommendations
- Maintain customer documentation, reports, and account records
- Lead small-scale customer projects and track milestones, timelines, dependencies, and deliverables
- Identify inefficiencies, recommend process improvements, and support continuous improvement initiatives
- Coordinate cross-functional teams and drive actions to resolve customer-impacting issues and improve service performance
Requirements
What you’ll need- Bachelor's degree in Business, Information Technology, Communications, or related field preferred
- 1 year of experience in customer servicing, account coordination, project coordination, service delivery, or related roles
- Experience in managed services, technology services, or IT operations preferred
- Strong written and verbal communication skills
- Exceptional organizational and time management abilities
- Ability to manage multiple priorities in a fast-paced environment
- Strong attention to detail and follow-through
- Ability to assess operational risk and business impact
- Ability to exercise independent judgment when evaluating situations and recommending solutions
- Customer centric mindset with a focus on service excellence
- Ability to build relationships across technical and non-technical teams
- Proficiency with Microsoft Office applications
- Experience with ServiceNow and Salesforce is a plus
- Problem-solving and analytical thinking
- Process improvement mindset
- Professional communication and presentation skills
- Project coordination experience
- Ability to work independently while collaborating across teams
- Business impact analysis
- Relationship management
- Ability to interpret process and policy
- Ability to influence outcomes through cross-functional collaboration
- Unrestricted work authorization and no requirement for future sponsorship
Benefits
Comp & perks- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Time Off Programs
- Health Savings Account (HSA)/Dependent Care
- Employee Banking
- Growth Opportunities
- Tuition Assistance
- Short-Term/Long-Term Disability Insurance
- Hybrid work flexibility with remote workdays
- Tools and technology to support work across environments