Global IoT Service Coordinator

Service Operations & Ticket Management Act as the central point of contact for global IoT service tickets, driving the intake, prioritization, and completion of all service requests across locations. Ensure all service tickets are resolved within the defined tolerances of service standards , escalating issues as needed to maintain compliance and performance. Collaborate closely with regional technical leads and managers to troubleshoot, resolve, and prevent recurring service issues. Monitor and manage service tickets using ServiceNow (SNOW) , ensuring accurate documentation, timely updates, and effective resolution workflows. Utilize Smart Building Dashboard tools to assist with initial diagnostics and root cause analysis. Coordinate firmware/software updates and validate telemetry data in partnership with IoT Technical Specialists and suppliers. Independently schedule and lead meetings to resolve service-related issues, ensuring all stakeholders are aligned. Process Improvement & Knowledge Management Identify service process deficiencies and lead initiatives to improve workflows, reduce resolution times, and enhance service quality. Partner with technical teams to develop mitigation plans and author Knowledge Base Articles (KBAs) to support triage and resolution efforts. Proactively identify areas of operational risk and implement mitigation strategies to ensure service continuity. Reporting & Metrics Collect, analyze, and present service ticket metrics using Power BI and other reporting tools. Collaborate with the Program Coordinator to develop and deliver executive-level presentations that highlight service performance, trends, and improvement opportunities. Global Standards & Compliance Serve as a subject matter expert on IoT service processes and standards across all global locations. Assist in the development, communication, and enforcement of global service standards to ensure consistency and compliance. Collaborate with regional managers and technical leads to align local practices with global objectives. Cross-Functional Collaboration Work closely with global and regional teams to implement service processes and ensure alignment with operational goals. Partner with contractors, suppliers, and integrators to improve service delivery and ensure adherence to standards. Maintain strong communication channels between global and regional teams to foster collaboration and knowledge sharing. Qualifications Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field. Proven experience in IoT service coordination or technical support roles. Proficiency in ServiceNow (SNOW) and Smart Building Dashboard tools. Strong troubleshooting skills and experience with firmware/software updates and telemetry validation. Excellent communication and stakeholder engagement skills. Ability to work independently and lead cross-functional initiatives. Experience creating and presenting reports using Power BI . Strong organizational skills and attention to detail. Preferred: Experience working in a global enterprise environment. Familiarity with IoT systems, smart building technologies, and service process frameworks. Experience developing and maintaining knowledge base content and service documentation. Salary Range $59,812.00 - $94,440.00 USD (Salary) Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors. Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including: Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only Dental provided through Cigna (DPPO & DHMO options) Nationwide Vision provided through VSP Flexible Spending Account for Health & Dependent Care Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific) Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera Corporate Wellness Program Employee Assistance Program Wellness Days 401k Plan Basic Life, Accidental Life, Supplemental Life Insurance Short Term & Long Term Disability Critical Illness, Critical Hospital, and Voluntary Accident Insurance Tuition Reimbursement (available 6 months after start date, capped) Paid Time Off (accrued and prorated, maximum of 120 hours annually) Paid Holidays Any other statutory leaves, paid time, or other fringe benefits required under state and federal law Originally posted on Himalayas