CyberCX - Service Coordinator
The work we do matters
CyberCX, part of Accenture, protects and defends our customers and communities by providing the most comprehensive range of cyber security professional services in the region.
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us at www.accenture.com.
About the role
Reporting to the Back Office Manager, you’ll work closely with technical delivery teams and Service Delivery Managers to keep tickets progressing, service information accurate and reporting delivered on time. Your work will help ensure that operational activities are completed in line with agreed processes and client commitments.
This is a role with a strong focus on administration, data quality and coordination. You’ll use ServiceNow and Microsoft Office to monitor service activity, follow up outstanding actions, maintain records and prepare reporting. Most of your interaction will be with internal teams, with some client communication through tickets and email. Service Delivery Managers will continue to lead formal client governance meetings and manage account escalations.
You’ll join a geographically dispersed team with support from experienced coordinators and leaders. As your experience grows, there may be opportunities to develop towards service delivery management or service operations.
Responsibilities
- Coordinate day to day service activities across an assigned portfolio of smaller managed security services accounts, following established playbooks and procedures.
- Monitor ServiceNow queues to ensure incidents, requests, changes and problems are assigned appropriately, progressing and maintained with accurate information.
- Identify aged, unassigned or stalled tickets, follow up with the relevant technical teams and escalate outstanding issues through agreed channels.
- Monitor service level agreements and internal operational level agreements, flagging risks to agreed service commitments.
- Track recurring operational obligations and deliverables, following up with delivery teams and recording completion.
- Maintain accurate client registers, obligation registers, access records, runbooks, standard operating procedures and other service documentation.
- Update and validate information held in SharePoint and supporting spreadsheets, maintaining consistent records and data quality.
- Prepare monthly service reports using established templates and largely automated reporting outputs. Validate ticketing data, service metrics and risk information, and check presentation, formatting and completeness.
- Investigate reporting inconsistencies or significant changes in service metrics with the relevant teams, ensuring appropriate explanations are captured for SDM review.
- Prepare governance presentation materials from approved service reports and SDM guidance.
- Coordinate with internal teams and, where required, clients through tickets and email to obtain information, clarify actions and support timely completion.
- Store and archive reports and service artefacts correctly, and identify practical opportunities to improve administrative processes.
What’s required to be successful
- Practical experience using ServiceNow to work with tickets, monitor queues and track actions through to completion.
- Strong Microsoft Excel skills, including the ability to use pivot tables, lookups and charts to organise, validate and present data.
- Proficiency with Microsoft Word and Teams, and the ability to prepare clear reports and maintain structured documentation.
- Confident written and verbal communication, including the ability to follow up with technical colleagues and request information from clients professionally.
- Strong attention to detail, with the ability to identify missing information, inaccurate records and reporting inconsistencies.
- The ability to manage recurring tasks and competing deadlines across multiple accounts, particularly during monthly reporting periods.
- A proactive, solution-focused approach: asking what is needed to move an action forward, following up on commitments and escalating appropriately.
- Basic IT knowledge sufficient to recognise different technologies and direct tickets to the appropriate team.
- A willingness to learn, take direction and work collaboratively with people across different locations and communication styles.
- Experience in service coordination, service desk operations, IT administration, project coordination or a similar environment would be relevant.
- Familiarity with ITIL service management processes and experience maintaining SharePoint registers or lists would be advantageous.
- Exposure to managed services or cybersecurity would also be useful.
- Formal ITIL, tertiary or vendor qualifications are not essential
- Practical capability, attitude and willingness to develop are central to the role.
Benefits of working at Accenture:
- 18 weeks paid parental leave
- Long & short-term career break opportunities
- Structured career development program
- Local and international career opportunities.
- Certified as a Family Inclusive Workplace™
- Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
- We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!
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To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement
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Equal Employment Opportunity Statement for Australia and New Zealand
At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.
Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require any accommodations or adjustments for interviews and/or at work, please reach out to exectalent@accenture.com or contact us at +61 2 9005 5000 (Australia) or +64 44666056 (New Zealand).
To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.
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