What are the responsibilities and job description for the Continuous Improvement Coordinator position at NRI North America?
Title: Continuous Improvement Coordinator – (Subcontract at an NRI)
Through NRI Resource Management Services (RMS), we offer custom talent solutions to help our clients meet their evolving technology and business needs. We help effectively match the right technology professional to their organization, recruiting for contract, contract-to-hire, and direct roles. Our client in (area/region) has an immediate need for a (job title). Please note that this is a (contract/contract to hire/direct hire) opportunity with our client and NOT with NRI.
The Continuous Improvement Coordinator leads continuous improvement efforts to support Information Technology strategies and company objectives. This role serves as a key point of contact for application incidents, service requests, and user support, while partnering closely with business stakeholders, vendors, and internal IT teams to ensure application reliability, performance and user satisfaction, with a strong focus on operational excellence.
Primary Duties And Responsibilities
▪ Diagnose, troubleshoot and resolve application incidents and service requests within defined service level agreements (SLAs).
▪ Perform root cause analysis and participate in problem management efforts
▪ Escalate complex issues to vendors or internal teams and coordinate resolution through closure.
▪ Support onboarding, offboarding and role changes related to SaaS applications.
▪ Assist users with functional questions, workflows, and best-practice usage of supported systems.
▪ Lead release impact assessments, regression testing and post-release validation.
▪ Track vendor response times and contribute to SLA and performance monitoring.
▪ Contribute to the development and maintenance of support runbooks, knowledge articles and user documentation.
▪ Support change management processes, including change reviews and scheduling.
▪ Assist with KPI tracking such as incident trends, mean time to resolve (MTTR) and repeat issue analysis.
▪ Communicate clearly with users and leadership regarding issue status, risks, and resolution timelines.
▪ Collaborate with other IT teams and vendors as needed.
Experience & Qualifications
Through NRI Resource Management Services (RMS), we offer custom talent solutions to help our clients meet their evolving technology and business needs. We help effectively match the right technology professional to their organization, recruiting for contract, contract-to-hire, and direct roles. Our client in (area/region) has an immediate need for a (job title). Please note that this is a (contract/contract to hire/direct hire) opportunity with our client and NOT with NRI.
The Continuous Improvement Coordinator leads continuous improvement efforts to support Information Technology strategies and company objectives. This role serves as a key point of contact for application incidents, service requests, and user support, while partnering closely with business stakeholders, vendors, and internal IT teams to ensure application reliability, performance and user satisfaction, with a strong focus on operational excellence.
Primary Duties And Responsibilities
- Application Support and Incident Management:
▪ Diagnose, troubleshoot and resolve application incidents and service requests within defined service level agreements (SLAs).
▪ Perform root cause analysis and participate in problem management efforts
▪ Escalate complex issues to vendors or internal teams and coordinate resolution through closure.
- Service Request and User Enablement:
▪ Support onboarding, offboarding and role changes related to SaaS applications.
▪ Assist users with functional questions, workflows, and best-practice usage of supported systems.
- Vendor and Release Coordination
▪ Lead release impact assessments, regression testing and post-release validation.
▪ Track vendor response times and contribute to SLA and performance monitoring.
- Operational Excellence and Continuous Improvement
▪ Contribute to the development and maintenance of support runbooks, knowledge articles and user documentation.
▪ Support change management processes, including change reviews and scheduling.
▪ Assist with KPI tracking such as incident trends, mean time to resolve (MTTR) and repeat issue analysis.
- Collaboration and Communication
▪ Communicate clearly with users and leadership regarding issue status, risks, and resolution timelines.
▪ Collaborate with other IT teams and vendors as needed.
Experience & Qualifications
- Related experience in a distribution or manufacturing environment.
- Experience working with third-party software vendors and support portals.
- 3-5 years of experience supporting SaaS enterprise business applications.
- Experience with incident, problem, and change management processes.
- Bachelor’s degree in supply chain management, Information Technology, or related field preferred; equivalent level of education, training, and experience may be considered
- Strong critical thinking and problem-solving skills with the ability to assess issues and escalate appropriately for resolution.
- Ability to analyze problems and formulate and apply alternative/creative solutions to problems.
- Effective written and verbal communication skills, including presentation abilities.
- Adept in multi-tasking, prioritizing, and time management.
- Excellent attention to detail and accuracy.
- Exceptional interpersonal skills: a team player with proven ability to work across functional areas and all levels of the organization.
- Customer-focused mindset.
- Self-motivated and self-directed; can effectively cope with ambiguity.
- Solid knowledge of project management best practices.
- Proven ability to influence, motivate, and lead project team members to deliver projects successfully.
- Demonstrates an underlying curiosity and desire to know about things, people, or issues; goes beyond the questions that are routine.
- Unafraid to respectfully challenge the status quo by providing new ideas and solutions.
- Ability to communicate technical concepts clearly to non-technical users.
- Open to coaching with the ability to apply feedback.
- Working knowledge of Microsoft suite (Excel, Word and PowerPoint).