ABOUT THE ROLE: The ITSM Coordinator serves as the critical link between the Service Desk and technical Operations/Development teams. This senior-level functional role analyses ticket trends, manages high-priority escalations, and streamlines the handover process between support and engineering via Zendesk and Jira . KEY RESPONSIBILITIES: Trend Analysis & Reporting: Conduct weekly/monthly analysis of Zendesk ticket data to identify recurring technical issues. Provide actionable insights and recommendations to the Operations team to reduce incident volume. Zendesk-Jira Integration Management: Oversee the end-to-end 'Dev Handover' process. Ensure all escalations from Zendesk to Jira include necessary reproduction steps, logs, and business impact data. Escalation Oversight: Act as the primary point of contact for aged or high-priority tickets. Facilitate communication between front-line agents and back-end engineers to ensure SLAs are met. Liaison & Communication: Translate complex technical updates from Development/Ops into clear, customer-facing language for the Service Desk team. Continuous Improvement: Maintain the Knowledge Base (KEDB) and update Standard Operating Procedures (SOPs) based on resolved Jira issues to prevent future escalations. REQUIRED SKILLS & EXPERIENCES: Platform Expertise: Advanced proficiency in Zendesk (Views, Triggers, Automations) and Jira (Issue types, Workflows, Sprint cycles). Analytical Mindset: Ability to export data and create reports (Power BI, Excel, or Zendesk Explore) that highlight 'Problem' areas vs. 'Incident' spikes. Technical Literacy: Sufficient understanding of infrastructure/app development to triage issues before they reach the DevOps team. Soft Skills: Strong negotiation and conflict-resolution skills to manage competing priorities between Support and Development. PREFERRED QUALIFICATIONS: ITIL v4 Foundation certification. Experience in a 'Shift-Left' environment (moving technical resolution closer to the front line).