[HYBRID] Service Coordinator (ITC1)

$80,787 - $80,787/Yr

Ohio Job And Family Services - Columbus, OH

Full-time - Entry Level

Remote - Columbus, OH

About the position

The Service Coordinator (ITC1) at the Ohio Department of Job and Family Services (ODJFS) is responsible for aligning the Office of Information Services (OIS) with ITIL Service Management principles. This role focuses on managing incidents, problems, and requests to improve service quality and operational efficiency. The coordinator will lead efforts to react to errors and outages, track problems, and implement preventative measures, while fostering productive relationships across teams.

Responsibilities

• Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified.
• Proactively detect and prevent future problems/incidents and initiate the problem management process to allow quicker diagnosis and resolution.
• Prepare statistics, KPI and trend reports for use in the problem management process.
• Identify problems through the review and focus on optimizing processes.
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently.
• Coordinate, convene and facilitate 24/7 major incident and problem review meetings.
• Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
• Create and deliver external content regarding service disruptions.
• Ensure that the problem management information reflects accurate errors and is complete.
• Develop trend analysis and prepare service improvement plans to address identified gaps.
• Ensure recurring incident resolution is addressed with urgency.
• Manage and maintain information stored in the problem database.
• Maintain a comprehensive understanding of all aspects of product delivery and operations.

Requirements

• Completion of Associates or Greater core program in Information Technology, Electrical Engineering, or Telecommunications.
• 2 years training or experience in Systems Analysis and Design.
• 12 months training or experience in Systems development, Telecommunications, or Networking.

Nice-to-haves

• ITIL knowledge
• Experience in problem management processes
• Strong analytical skills
• Excellent communication and collaboration skills

Benefits

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)