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Undergraduate Trainee - Coordinator (Unified Support - Problem Management)

Clevest Solutions

Clevest Solutions

Customer Service
Colombo, Sri Lanka
Posted on Tuesday, June 11, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

The Role:

As an Undergraduate Trainee - Coordinator, you will join the Problem Management team within Unified Support division, which has a crucial role in ensuring the stability and reliability of IFS cloud and other services. You will coordinate operational tasks and daily management of problems and collaborate with Problem Managers and various other internal stakeholders, such as Support Delivery and Cloud Engineering teams.

Duties & Responsibilities:

Your responsibilities will span a diverse range of tasks, including but not limited to:

  • Assist the Problem Managers with administrative and operational support
  • Coordinate, convene, facilitate and document case review meetings
  • Oversee and manage registered problems, ensuring correct processes are followed and identifying issues or blockers to ensure timely follow-ups and quality outputs
  • Work closely with colleagues in other teams to coordinate activity and ensure accurate and efficient completion of problem management related tasks
  • Assist in the creation and maintenance of Problem Management Knowledgebase Articles – Known Errors, RCA reports and other documentation

    Qualifications

    Personal attributes:

    • Analytical Mindset - an eagerness to tackle complex issues and the ability to think critically to identify underlying problems
    • Effective Communicator - strong English communication skills, both written and verbal, to clearly convey information
    • Flexibility - willingness to learn and adapt to new technologies and changes in the work environment
    • Detail-Oriented - a keen eye for detail, ensuring accuracy in all aspects of work
    • Collaborative Spirit - a team player who thrives in collaborative settings and is willing to share knowledge
    • Customer Focus - a commitment to understanding and meeting the needs of customers

    Qualifications

    • Currently pursuing a degree in computer science, information technology, or a related field
    • Proficiency in fundamental computer skills and common business software such as Microsoft Office Suite
    • A foundational understanding of cloud platforms and a desire to learn more
    • Some experience or strong interest in technical support and problem-solving
    • Familiarity with ITIL principles or a strong interest in learning about IT service management frameworks

    Additional Information

    We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.