Senior Officer-Assistance Case Coordinator

Senior Officer Assistant & Case Coordinator is responsible for providing high-level support tosenior officers in managing IT cases, coordinating complex workflows, and ensuring timely case resolution. This role involves managing case lifecycles, monitoring progress, and supporting team members with technical and administrative assistance to facilitate efficient project completion. The ideal candidate will possess strong organizational skills, experience in IT support, and the ability to communicate effectively across technical and non-technical teams. o Oversee the lifecycle of assigned cases, from initial intake to resolution, ensuring all documentation and actions are up-to-date. o Coordinate case activities, tracking milestones and deadlines, and ensuring compliance with departmental standards and procedures. o Act as a liaison between senior officers and IT teams, ensuring clear communication and prompt action on case requirements. o Provide technical support for cases, including troubleshooting minor IT issues and escalating complex cases to relevant technical teams. o Maintain and organize case files, documents, and data in IT systems, ensuring accuracy, completeness, and confidentiality. o Assist in preparing and updating case-related reports, presentations, and documentation for senior officer reviews. o Serve as the primary point of contact for case-related inquiries from internal teams and external stakeholders, providing updates and resolving issues. o Facilitate meetings, document meeting minutes, and communicate key updates to ensure all parties are informed of case progress. o Support senior officers in managing stakeholder expectations, handling inquiries, and addressing case-related concerns promptly. o Identify opportunities for improving case management processes and propose solutions to enhance efficiency and effectiveness. o Develop, document, and maintain standard operating procedures related to case handling, documentation, and IT workflows. o Assist with the training of new team members in case coordination practices, IT systems, and departmental protocols. o Collect and analyze data on case metrics and workflows, providing insights to senior officers for decision-making and performance improvement. o Generate and distribute regular reports summarizing case statuses, performance metrics, and other key data points. o Monitor case resolution timelines, identify bottlenecks, and suggest adjustments to maintain optimal workflow efficiency. Qualifications: • Education: Bachelor’s degree in Information Technology, Business Administration, or a related field. • Experience: 5+ years of experience in case coordination, IT support, or project management within an IT or technical environment. • Technical Skills: Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), case management software, and project management tools (e.g., JIRA, ServiceNow, Trello). • Communication: Strong verbal and written communication skills, with the ability to interact effectively with senior officers and cross-functional teams. • Problem-Solving: Analytical skills with an aptitude for troubleshooting, resolving case-related issues, and improving case workflows. Preferred Skills: • Experience in Agile and Scrum methodologies. • Familiarity with ticketing systems and ITIL best practices. • Ability to work with data analysis tools for reporting and insights. • Excellent organizational skills, with the ability to manage multiple cases and prioritize tasks effectively. • A self-starter who identifies potential issues and provides solutions to ensure case resolution. • Skilled in managing relationships with both internal and external stakeholders, maintaining high standards of professionalism.