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Sr. Service Coordinator - Business Relationship Manager in Braintree, MA at Voya

Date Posted: 2/11/2019

Job Snapshot

Job Description

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Job Description Profile Summary:

The Sr. Service Coordinator - Business Relationship role is accountable for managing processes in support of infrastructure efforts.  The Sr. Service Coordinator - BRM will also interface with customers leveraging sound internal consulting skills to gather process requirements, access process design and adoption and identify continuous improvement opportunities in support of the Business Relationship Manager.

Profile Description:

  • Assist the organization in adoption and operationalization of ITIL based processes leveraging ITSM best practices.
  • Understand and be able to communicate effectively the service catalog offerings to business partners, providing clear understanding of value and service levels.
  • Champion integration between IT Service Management processes, ensuring end-end integration.
  • Transform business requirements into process specifications.
  • Workflow analysis and identification of problem solving and service improvement opportunities
  • Interface with Service Now reporting team to define and document the appropriate service performance reports tailored to their business partner for IT services and analyze data to discover opportunities for service improvement.
  • Perform process assessments ensuring effectiveness, efficiency, adaptability and continuous improvement.
  • Participate in periodic audits to ensure processes comply with policy and standards.
  • Other duties as assigned.

Knowledge & Experience:

  • Bachelor’s Degree in Information Technology
  • 1+ Years in a customer facing role or internship
  • ITIL Foundation Certified achieved within 12 months of hire
  • Excellent communications skills and demonstrated ability to communicate to all levels of the organization
  • Working knowledge of all aspects of IT including, Operations, Infrastructure and Applications
  • Ability to assess cost, benefits and viability of proposed solutions
  • Demonstrated self-starter


Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: 

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills.


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