{"id":3146335,"url":"https://alion.io/job/sicpa-support-coordinator","title":"Support Coordinator","company":{"id":1810174,"name":"SICPA","domain":"sicpa.com","url":"https://alion.io/company/sicpa","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tirana, Albania"],"countries":["AL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18000,"max_usd":38000,"period":"year","method":null,"sample_n":14242},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-23T10:28:20Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-24T16:30:56Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Support Coordinator\nWe are looking for a team member to plan, coordinate and manage support activities for customer projects. This includes incident management, problem management, change management, training, performance review and continuous improvement. For new projects going live these include support planning and transitioning to operation & support phase. Also to lead and coordinate global improvement initiatives. The goal is to perform on all these functions with cost conscientious, globalization of country capabilities, timeliness, business prioritization and meeting quality.\nRole\nSupport coordination\nLead, coordinate and oversee the support and service management processes\nAct as a project coordinator or project leader for CRs that are converted into CR Projects\nConduct regular review of support issues and system performance review with countries\nChange Management\nCoordinate the CR process with various actors (e.g. country team, technical, PMO, logistics, etc.)\nAssist countries to prioritise the different change requests\nProvide analysis of cost, feasibility, solution options versus benefits to stakeholders\nAssist stakeholders to clarify problems statements and goals of their change requests\nIncident Management\nManage incidents escalated (3rd level) in a timely fashion (meeting SLA)\nEnsure that major recurring incidents are identified and investigated for their root causes\nProblem Management\nLead and coordinate (problem coordination) the problem solving process (root cause determination and analysis) especially for complex problems with multiple actors in different locations\nFeedback known (root causes) problems to technical/engineering and trigger the change request\nQuality management\nResponsible for overseeing and ensuring the quality processes related to CR are implemented\nEnsure lessons learnt related to quality issues and improvement implemented\nTraining and knowledge sharing\nHelp to identify training needs and organise training workshops for country teams\nPromote knowledge sharing with and amongst country teams and active contribution to these\nContinuous Improvement\nSupport, coordinate and in some cases, lead some global improvement initiatives or projects\nResponsible for overseeing and ensuring that continuous improvement are implemented locally\nNew Customer projects\nPlan and coordinate the “Service and Support planning” activities in a new customer project\nOversee and coordinate the transition of a new project to “operation and support” phase\nProfile\nBachelors degree or equivalent in Information Technology, Engineering or related\nProject coordination or experience in project management, application support, customer support, Service management (e.g. ITIL), and business requirement analysis (will be added advantage)\nExcellent in English, other languages will be an advantage\nExpert with: MS Word, Excel, Project, Powerpoint\nStrong communication skills especially dealing with (internal) customers\nResilient and mature in handling difficult situations and people\nGood analytical skills or thinking especially on problem solving\nExcellent coordination of tasks, prioritization and time management skills\nStrong planning and organizational skills\nProactive, self-motivated and driven\nFocused and results-oriented\nDemonstrate strong leadership\nExcellent communication and relationship skills, team player\nAttention to detail and thoroughness\nPersonal commitment to meet customers’ stated needs or project goals\nResistant to stress, ability to work under pressure and within short dead-lines\nWilling to travel if required\nJoin us!\nOur success comes from our highly skilled and talented employees\nRespectful entrepreneurship and a long-term vision are key for success\nOur people contribute to a more secure world\nDiversity at all levels of an organization is a strength\nWe offer an exciting and challenging role, with great potential for personal development within a unique organization in a fascinating industry\nYour file will be handled with the most confidentiality and discretion","description_format":"text","description_chars":4044,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Packaging & Labeling","Brand Protection & Anti-Counterfeiting"],"lifecycle":[{"event":"open","at":"2026-10-23T10:28:20Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/sicpa-support-coordinator","json_url":"https://alion.io/job/sicpa-support-coordinator.json","meta":{"generated_at":"2026-10-25T04:26:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5877,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1810174},"rest":"https://alion.io/mcp/rest/get_company?id=1810174"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsicpa-support-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsicpa-support-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsicpa-support-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sicpa-support-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsicpa-support-coordinator"}]}