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Coordinator, ITSM


Parsippany, NJ, US

Property Name:  Parsippany - 14 Sylvan Way
Req Id:  9509

Wyndham Hotels & Resorts is now seeking a Coordinator, ITSM to join our team at the Parsippany - 14 Sylvan Way location in ParsippanyNew Jersey.

Job Summary

The ITSM Coordinator will support our core technical operations processes through the distribution and data entry of KPI’s and data driven analysis. The Coordinator will assist with the requirements for process tools and maintain process governance documentation. They will enter the records of process activities and ensure accurate compliance with standards. Communicate process effectiveness and efficiency through metrics and collaboration. The Coordinator will assist in creating value in the organization, balancing the needs of the business vs the time and cost of process activities and the technical risk they mitigate.

The Coordinator will be familiar with big data management to ensure a high level of data quality and accessibility for business intelligence and data analytics applications. The Coordinator will perform regular audits of all analysis for integrity and value, and will retire reports and required. The Coordinator provides references for users by writing and maintaining documentation and provide support or training as needed. They will provide detailed analysis required to drive process and continuous service improvements. Proactively preventing interruptions or reoccurring incidents.

  • Update data and distribute reporting for WHR. Maintain SLA, KPI and Performance monitoring dashboards. Respond to hierarchical reporting requests from business or Leadership 
  • Maintain internal documentation and processes. Provide advice and recommendations on process best practices. Identify standards and procedures for process improvements and develop or communicate technical policies. Root cause analysis of process associated impacts for continuous process improvements.  
  • Proactively analyzes and seeks ways to eliminate and prevent recurring problems through Project and Root Cause Analysis. Drive counter measures to completion and monitor the effectiveness.  
  • Distribution of reporting and metrics for the ITIL framework. Work with stakeholders to ensure that their contributions to the processes and data and effective and efficient. 


Describe the following:
a) level of decision making authority – Medium authority on decisions. Will need to manage escalations and provide updates to the manager.
b) level of autonomy – LOW 
c) the impact of his/her decision on the organization  -Medium
d) what, if any, are the supervisory responsibilities?  Training/onboarding, tasks and delivery management for initiatives and due dates, process efficiencies.

Detailed/Organized: The Coordinator will also need to be highly organized. He/she will need to manage long term and short term deadlines.  He/she will need to be autonomous and excellent at managing his/her own schedule.

Communication: He/she will need to be confident when approaching and presenting information to multiple personality types.

Responsibility/Detailed: Give coaching, training or specific feedback for incorrect procedures or broken business rules. The Coordinator will need to be detailed when it comes to repetitive remedial tasks, as well as highly complex tasks. The Coordinator will need excellent analytic and problem-solving abilities.

Key Competencies

• Analytical with the ability to be detail oriented while keeping focus on task at hand
• Ability to interact with IT personnel on all levels to resolve issues and provide solutions in a timely manner
• Must have the ability to prioritize and handle multiple tasks in a high-pressure environment with minimal supervision
• Ability to analyze and interpret data and to communicate orally and in writing in a clear, concise and straightforward manner.
• Ability to make decisions and solve problems while working under pressure and prioritize and organize effectively.
• Shows judgment and initiative to accomplish job duties and work independently.
• Works well with others to resolve problems, handle requests or situations.
• Methodical approach. Organized, possessing strong analytical abilities

Experience & Education

• Certification in ITIL Foundations
• Experience leveraging data visualization tools

• Experience with Excel and Visio
• Associates in Business, Computer Science, or equivalent work experience

Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: Parsippany - 14 Sylvan Way14 Sylvan WayParsippanyNew Jersey  07054
Employment Status: Full-time

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.

Nearest Major Market: New York City
Nearest Secondary Market: Newark