About the Role:

• The ITSM Coordinator serves as the critical link between the Service Desk and technical Operations/Development teams. This senior-level functional role analyses ticket trends, manages high-priority escalations, and streamlines the handover process between support and engineering via Zendesk and Jira.

Key Responsibilities:

• Trend Analysis & Reporting: Conduct weekly/monthly analysis of Zendesk ticket data to identify recurring technical issues. Provide actionable insights and recommendations to the Operations team to reduce incident volume.
• Zendesk-Jira Integration Management: Oversee the end-to-end “Dev Handover” process. Ensure all escalations from Zendesk to Jira include necessary reproduction steps, logs, and business impact data.
• Escalation Oversight: Act as the primary point of contact for aged or high-priority tickets. Facilitate communication between front-line agents and back-end engineers to ensure SLAs are met.
• Liaison & Communication: Translate complex technical updates from Development/Ops into clear, customer-facing language for the Service Desk team.
• Continuous Improvement: Maintain the Knowledge Base (KEDB) and update Standard Operating Procedures (SOPs) based on resolved Jira issues to prevent future escalations.

Required Skills & Experience:

• Platform Expertise: Advanced proficiency in Zendesk (Views, Triggers, Automations) and Jira (Issue types, Workflows, Sprint cycles).
• Analytical Mindset: Ability to export data and create reports (Power BI, Excel, or Zendesk Explore) that highlight “Problem” areas vs. “Incident” spikes.
• Technical Literacy: Sufficient understanding of infrastructure/app development to triage issues before they reach the DevOps team.
• Soft Skills: Strong negotiation and conflict-resolution skills to manage competing priorities between Support and Development.

Preferred Qualifications:

• ITIL v4 Foundation certification.
• Experience in a “Shift-Left” environment (moving technical resolution closer to the front line).