IT Process and Support Coordinator

IT Process and Support Coordinator

As a Process & Support Coordinator, you will play a key role in managing and improving our BI support operations within a digital healthcare environment. You will monitor the support queue, track priorities, ensure SLA compliance, and help optimize support workflows for reporting and data flows.

You will be supporting critical processes such as medical supply chain management, distribution to care facilities, and Order-to-Cash (O2C) operations. Your focus will be on ensuring dashboards and data pipelines run smoothly, issues are resolved promptly, and the business receives reliable and timely information - without needing to dive deep into the technical build. Technical coordination remains with the Tech Support Team Lead.

Your Responsibilities

• Monitor the BI ticket queue for incoming requests related to Power BI dashboards, data quality issues, refresh failures, and pipeline errors
• Assess the urgency and impact of incidents, routing them to the right team members
• Track SLA performance, flagging delays or risks to the team lead
• Monitor daily data refreshes and pipeline status across BI platforms
• Prepare weekly/monthly reports on ticket volumes, response times, and recurring issues
• Suggest improvements to streamline support processes (eg, templates, automation, workflows)
• Maintain internal procedures, guidelines, and FAQs related to BI support

Your Profile

• Minimum 3 years of experience in IT support, functional application management, or BI operations
• Structured, alert, and process-oriented
• Experience in an IT or data-focused support environment
• Understanding of how reporting and data flows impact healthcare logistics processes (O2C, medical supply chain, distribution to care facilities)
• Clear and solution-focused communication style
• Experience with Power BI, Azure Pipelines, Databricks, or Jira is a strong asset
• Fluent in English; knowledge of other languages such as French, Spanish, German, or Dutch is a plus