CyberCX - Service Coordinator

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.

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us at www.accenture.com.

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.

• →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.

• 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.

At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work. 

As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences. These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.

 
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