• IdealStaffs

Operational Excellence Coordinator (REMOTE)

Client: United Nations

Location: Remote

Position: Consultant

Application Deadline: 3rd September 2021

To apply for this position, please send your resume at office@idealstaffs.com and mention the job title that you are applying for.

IdealStaffs Consulting is looking for a person that is good at communicating and collaborating with other teams and different stakeholders, to ensure that they see the benefits of the processes and how they can use them in the best way. Analytical skills are also important to identify areas for improvements from the data in the IT Service Management System and to support the technical teams to identify root causes to problems.

The person needs to be able to adapt to changes and be willing to learn on the job new skills, as systems and processes are changing. A good understanding of IT Service Management processes is essential, as it requires the person to be able to explain the processes to the technical teams and find innovative ways to streamline them.

Broad technical skills will help in understanding the root causes of the problems and the risks around changes.


Problem Management

In this area the person must help the technical teams to coordinate problems related to Major Incidents. This will require tactical skills to drive a no blame culture when it comes to identifying the root cause of the problems.

Analyze incident data to identify areas for improvements for the different services and present this to them, so that they can stope the incidents from recurring more and reducing their own workload.

Support the teams to identify Known Errors, provide feedback on the quality and make sure that they are getting published.

Change Management/Enablement

As a change manager you will be responsible for reviewing normal changes to ensure that all the aspects of the change have been thought through and documented properly in the change request. Incase any questions or missing data you will have to work with the change requester to clarify any questions or request the person to provide all the information. This requires general understanding of different IT areas to be able to assess if the information technical teams have provided is complete and correct.

The role will also collaborate with different teams to ensure that standard changes and change templates (for normal changes) are identified and defined in our ITSM system (ServiceNow). This will require good risk analysis skills.


  • Build reports and dashboards in ServiceNow to identify exceptions in records and monitor KPI.

  • Provide suggestions on how to improve or streamline processes with customer and for specific services.

  • Perform other duties as required.

Required Technical Skills:

  • Very good communication and collaboration skills

  • Good analytical skills

  • Extensive experience working in an environment that has adopted the IT Service Management processes of Change Management/Enablement and Problem Management

  • Extensive experience in coordinating tasks with other people

  • Working in a changing environment that requires adaptability and agility

Desirable skills and experience:

  • Worked in ServiceNow

  • Build simple Reports in ServiceNow, Excel and/or BI Publisher

Required Soft Skills:

  • Willingness to learn on the job and adjust roles as required

  • Oral communication skills

  • Support of a diverse workplace

  • Ability to write documentation & reports

  • Creativity/ ability to find innovative solutions

Desirable certifications:

  • ITIL Service Management intermediate or expert

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