Senior Project Coordinator

Purpose:
Perform Service Level Management operational and developmental duties. Assist with the coordination of required Service Improvement Programs (SIPs) to eradicate falling Service Delivery performance. Maintain a catalog of existing services offered by the organization. With assistance author, negotiate, and implement Service Level Agreements w/IT business customers. With assistance author, negotiate, and implement the Operational Level Agreements with the IT service provider. With assistance author, negotiate, and implement with the customer and IT provider on requirements for any proposed new/developing Service Level Objectives (SLOs). Review and Analyze service performance against SLAs and OLAs. With assistance organize the Service Review process with the IT business customer and IT service owner which covers:Review outstanding actions from previous reviews (quarterly or as needed),Review service levels and targets (where necessary),Recommend action to maintain and/or improve service levels,Assist with SIPs as needed to maintain or improve service levels (can occur anytime throughout the SLM process),Assist with the annual (as appropriate) reviews of the entire service level process and negotiates, agrees and controls any amendments as appropriate. Perform any and all other job duties as needed.

1) ITIL Foundation Certification,
2) Knowledge of statistical methods,
3) Experience working with CMMI and/or COBIT
4) Process development experience,
5) Knowledge of the Health Care or Insurance Industry
REQUIREMENTS
Required Qualifications:
Experience Requirements:
1)2 years experience translating technical requirements and specifications into easily understood business concepts & vice versa a Bachelors Degree OR 3 years experience translating technical requirements and specifications into easily understood business concepts & vice versa:
2)Oral and written presentation, negotiation and communication skills,
3)Understanding of the IT provider services and qualifying factors to understand how the customer requirements will affect delivery,
4)Understanding of the customer’s business and how IT contributes to the delivery of that product or service,
5)Display a communication style based around listening and genuine interest,
6)Ability to use and apply information gained from customers,
7)People management and administrative skills,
8)Understanding of statistical and analytical principles,
9)Ability to interact successfully with all levels of the customer and IT provider organization,
10)MicroSoft Office suite of applications including MS Project and Visio,
11)Must be able to create charts in Excel,

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