Service Operations CoordinatorAustin, TX (Remote within Texas)Worker will perform these tasks:Analyzes and provides oversight of the service level management activities for Applications.Establishes ITSM best practice and processes.Responsible for adherence to processes and quality of service.Interfaces with the Applications Team to identify Service Catalog and Service Automation improvements.Responsible for developing and executing short- and long-term strategic plans to assure service level activities achieve current and future needs.Role will also provide ITD training, guidance and be the overall Applications SME for those processes.Role will manage, report and provide continual service improvement for the Incident, Problem, Change and Request Fulfillment Management processes.Employees at this level are virtually self-supervising and assume direct accountability for the work productPerforms research and recommends changes in services, products, and standards to support agency needsRequired Skills and Qualifications:Years - Skills/Experience5 - Coordinates incidents/problems/changes through resolution while maintaining command and control of the incident response for a large application portfolio.4 - Employ strong facilitation and leadership skills, ensuring responding team members execute required actions under pressure; call out as appropriate when progress appears blocked5 - Reviews incident/problem/change documentation accuracy as it relates to the application portfolio.5 - End-to-End accountability for the management, communication, ensuring updates are timely and of sufficient quality.5 - Works closely with the other IT tower leads to facilitate incident, problem, and change management activities4 - Experience in the use of KPIs to track trends and drive behavior.4 - Experience using data analysis tools to gain insights into data quality and trends.Preferred Skills and Qualifications:Years - Skills/Experience5 - Experience with IT Service Management, ITIL practices4 - Extensive Service Management response planning as it relates to applications.4 - Extensive Service Management Metrics Development and Review as it relates to applications.4 - ITIL Certification v3 or newer4 - Ownership of Incident/Problem/Change processes.2 - Experience with IT Service Management, ITIL practices3 - Strong verbal and written communication skills2 - Demonstrated ability to communicate CMDB, Asset Management concepts, rationale, and implementation tools and techniques