This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Associate IT Process Coordinator provides day‑to‑day administrative and operational support to the IT Service Management (ITSM) function. This role focuses on following established ITSM processes, performing routine coordination tasks, maintaining accurate records in the ITSM tool, and supporting reporting and governance activities. - Perform routine support tasks for ITSM processes, including Incident, Service Request, Configuration, Change, and Problem Management - Monitor ITSM queues and tickets to ensure required fields are completed and process steps are followed - Assist with Change Management activities such as verifying documentation and approvals are present, scheduling changes and maintaining change calendars, preparing materials for Change Advisory Board (CAB) meetings - Update and maintain ITSM documentation, templates, trackers, and knowledge articles as directed - Run standard reports from the ITSM tool and maintain spreadsheets or trackers for: Ticket volumes, Change activity and outcomes - Perform quality checks on tickets and escalate missing or incorrect information to the appropriate team - Support operational and governance meetings by taking notes, tracking action items, and following up on assigned tasks - Respond to routine process-related questions from Service Desk and support teams, escalating when needed - Accurately enter, update and maintain data in company databases such as Configuration Management Database (CMDB) - Maintain organized and up to date digital records - Follow all documented procedures, security requirements, and escalation paths Qualifications - Basic understanding of IT operations or IT support concepts - Strong attention to detail and ability to follow written procedures - Comfortable performing process-driven tasks - Basic experience using ticketing or workflow tools (training provided if needed) - Proficient with Microsoft Office tools (Outlook, Excel, Word) - Clear written and verbal communication skills - Ability to manage multiple tasks in a fast-paced support environment Benefits - Unlimited Paid Days Off - Three health plan options - 401k with company match - Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts - Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement - Paid childbearing and paternal leave - Education Reimbursement, Student Loan Assistance or 529 College Funding - Sabbatical leave - Wellness program - Flexible work schedule

- **Drive the Network:** Lead end-to-end delivery of Cisco-heavy projects (Nexus, Catalyst, SD-WAN, Firepower). - **Virtualization & Servers:** Manage large-scale VMware/Hyper-V migrations and Windows Server environment upgrades. - **Data Center Leadership:** Oversee physical and virtual data center infrastructure, including UCS, HCI, and Disaster Recovery planning. - **Stakeholder Mastery:** Act as the primary point of contact for Western enterprise clients, translating technical milestones into clear business updates

• Oversee the help desk operations and manage in-scope IT on campus • Lead and mentor the Help Desk team • Oversee daily Help Desk operations • Develop and maintain standard operating procedures • Monitor help desk metrics and report trends • Collaborate with infrastructure, applications, and network teams • Identify and implement opportunities for process improvement • Manage staffing schedules and workload distribution • Support IT onboarding for new hires • Serve as the point of escalation for complex end-user issues

• Lead and mentor the enterprise architecture team, providing strategic guidance and fostering a culture of excellence. • Develop and maintain an enterprise-wide architecture, ensuring it meets industry standards and best practices. • Collaborate with business units to understand their unique needs and translate them into technical specifications. • Design and implement cutting-edge solutions, leveraging emerging technologies to create business value and competitive advantage. • Ensure the architecture's scalability, security, and performance, considering both current and future business demands. • Conduct regular architecture reviews, offering insights and recommendations for continuous improvement and optimization. • Stay updated on industry trends and technologies, identifying opportunities for Mashreq's growth and innovation. • Build and maintain strong relationships with internal teams and external partners for effective collaboration and knowledge sharing. • Mentor and develop junior architects, providing guidance and support for their professional growth. • Ensure compliance with regulatory requirements and industry standards, maintaining a robust and secure architecture.