Description

Executive Summary

The Technology Request Management Coordinator manages and facilitates technology requests for the Morgan Stanley Wealth Management business. As part of a centralized team, our Coordinators oversee a high volume of requests via the ServiceNow ticketing system for approximately 600 distributed Wealth Management offices. They ensure timely purchase, provisioning, shipping, installation and disposal of all hardware (and software) technologies required.

Key to this role is the ability to work with various teams who participate in the fulfillment of these requests, ensuring they are following operational best practices and meeting service levels.

The Request (aka IMAC) Coordinator will interface with internal clients/end users providing world-class customer service skills, while ensuring our policies and procedures are being followed.

Responsibilities include

- ServiceNow ticket/task management and assignment
- Oversight of tasks assigned to other groups (internal and vendor)
- Perform tasks specific to Coordinators, such as tracking of assets, validating encryption, etc.
- Provide constant feedback of knowledge articles, for both accuracy and completeness
- Ability to follow technical and procedural documentation.



Monitor, manage team’s central mailbox
- Identify gaps and process improvement opportunities.
- Assist in testing for automated workflows and integrations with other systems
- Communication both verbal and written with requestors (internal customers) and support teams
- Ability to troubleshoot and handle escalations and expedite requests

Qualifications

- Working knowledge of ServiceNow (or similar) ticketing system
- Proficiency in Microsoft Office Suite (Excel, Word, etc.) is required
- Proficiency in Microsoft Visual Basic (marcos)
- Strong organizational skills
- Strong time management skills
- Strong analytical skills
- Strong interpersonal, written and oral communication skills, attention to detail
- Strong customer service orientation
- Basic understanding of Tableau
- Ability to present ideas and solutions in user-friendly language
- Ability to build and maintain relationships with customers, peers and support partners
- 3+ years of experience in technology support functions
- Experience working in a team-oriented, cooperative environment
- Experience in the financial industry a plus

📌 Technology Request Management Coordinator (Quebec City)
🏢 Jose Merciline
📍 Quebec City