IT Operations Coordinator

Cooke is a global seafood company with operations in North America, Europe, South America and Australia. Our company’s success is driven by our dynamic, highly skilled, and innovative management team, supported by dedicated employees who live in coastal communities and contribute to the local area’s economy and sense of community.

The Role :

We are seeking a highly organized and proactive IT Operations Coordinator to join our CookeIT Operations team. The successful candidate will be responsible for managing the flow of IT service requests, incidents, escalations and project resource requests.

This role would help ensure timely communication, action and resolution through effective prioritization, follow up and escalations.

This role requires excellent communication skills across multiple levels of stakeholders, the ability to generate management reports, and close collaboration with IT teams to ensure efficient, timely and high-quality service delivery.

Key Responsibilities :

Incident and Request and Management : Prioritize and assign incoming IT Operational requests and incidents based on urgency and impact.

Ensure timely acknowledgment and resolution of requests and incidents.Monitor the status of incidents and requests, ensuring adherence to SLAs (Service Level Agreements).

Escalation Management : Handle escalations promptly and efficiently, coordinating with relevant IT teams to action and resolve issues.

Act as the primary point of contact for escalated incidents, ensuring stakeholders are informed of progress and resolution.

Collaboration and Communication : Work closely with IT operational teams, ensuring timely, effective communication and collaboration.

Facilitate regular team meetings (including daily scrums) to discuss ongoing issues, challenges, and process improvements.

Serve as a liaison between end-users and IT teams, ensuring clear and concise communication.

Reporting and Documentation : Generate and distribute regular management reports on incident trends, SLA compliance, and team performance.

Maintain accurate records of incidents, service / project requests, and resolutions in the ITSM (IT Service Management) system.

Develop and update documentation for processes, procedures, and best practices working closely with our Knowledge Analyst.

Continuous Improvement : Identify areas for process improvement and recommend solutions to enhance the efficiency and effectiveness of IT operations.

Participate in the development and implementation of new IT support tools and technologies.

Qualifications :

• Education : Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Experience : Minimum of 2-3 years of experience in IT support and / or coordination roles.Experience with ITSM systems and tools (e.g., ServiceNow, Jira).
• Skills and Abilities : Strong organizational and multitasking abilities.Excellent communication and interpersonal skills.

Ability to prioritize tasks effectively under pressure.Proficiency in generating and analyzing reports.Familiarity with ITIL framework and best practices is a plus.

Key Competencies :

• Problem-Solving : Ability to quickly assess and address issues, ensuring minimal disruption to services.
• Attention to Detail : Ensures accuracy in incident documentation, reporting, and communication.
• Customer Focus : Dedicated to meeting the needs of internal and external customers.
• Team Collaboration : Works effectively with team members, fostering a positive and collaborative work environment.
• Adaptability : Adjusts to changing priorities and manages multiple tasks simultaneously.

If you are a detail-oriented and proactive individual with a passion for IT support and coordination, we invite you to apply for the IT Operations Coordinator position.

Join our team and contribute to the success of our team.

Join our team and enjoy the benefits of full-time year-round employment with competitive rates and a comprehensive benefits package tailored to support your well-being and career growth.

Benefits Package :

• H ealth Benefits : Includes coverage for dental, vision, and extended medical care.
• Insurance : Life and disability insurance provided for financial security.
• Support Services : Access to an Employee Assistance Program (EAP).
• Financial Planning : Opportunity for RRSP matching to support your retirement savings.
• Time Off : Paid vacation and holidays.
• Wellness : Wellness programs and access to on-site gym facilities (available in some locations).
• Career Development : Professional growth opportunities and avenues for advancement.
• Perks : Employee discounts on company products or services.
• Convenience : On-site parking or parking allowance.

If you're looking to join a supportive team environment with opportunities for personal and professional development, apply now and become part of our dynamic team.

The Opportunity

The role description is just one part of the story. This is an opportunity to grow, to stretch, to work within the parameters of the role but stretch to your fullest potential.

We are a team that counts performance, we reward contribution, and we recognize talent. It is about being at the center of the fastest growing company in Atlantic Canada and knowing you are part of that growth.

The ability to bring your passion for learning, desire for growth, and energy for moving your career forward is what we offer.

The Why

Why Cooke? Simple - because we are a company that rewards initiative, resourcefulness, and work ethic. We will champion your growth and provide you with the platform to create your path, your career, and your future.

NOTE : The recruiter is reviewing and interviewing eligible applicants for this position as they are received. If you are interested in this posting, you are encouraged to apply as soon as possible.