Service Operations Coordinator

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work.  The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday.  However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home 2 days per week, again providing there is no business requirement to attend the office.

Role: 
This position entails supporting the Honda Financial Services Business Solutions Team by aiding in the development and maintenance of essential operational applications utilised by the business departments of Honda Finance Europe (HFE). 

The successful candidate will provide first-line support for HFE Business Users, addressing any production-related inquiries or issues. This role requires close collaboration with suppliers and internal business stakeholders to ensure timely and satisfactory resolutions.

A key objective of the Business Solutions Team is to maintain the stability of core systems and their associated subsystems. This objective is crucial for enhancing business efficiency and effectiveness, delivering exceptional customer service, and minimising the potential impacts of any issues.

Main Responsibilities: 
The responsibilities will be carried out in close co-operation with HFE business users of HFE systems.

• Manage Production Support incidents raised by the business through to resolution/closure. Record, track, and document all actions taken through ticketing systems including JIRA & Service Now.
• Logging incidents or ad-hoc data requests.
• Talk business users through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
• Set up new users/dealer accounts and profiles and deal with password issues for HFS applications.
• Prioritise and manage many open incidents and Business As Usual (BAU) Tasks.
• Provide support, including procedural documentation and relevant reports.
• Complete regular BAU Tasks and ensure all ad hoc tasks raised by the business are dealt with effectively.
• Field incoming incidents or tasks for assistance in a courteous manner and perform initial analysis and support.
• Development and documenting of process flows within the business in order to identify efficiencies and suggest improvements.
• Stay up to date with company policies and procedures.

Qualifications, skills and experience:
Required

• Experience within an IT support role resolving software related incidents and fulfilling service requests.
• Methodical in approach with good communication and documentation skills.
• Strong problem solving and analytical skills with attention to detail.
• Experience of supporting internal teams (eg. escalations, interim resolutions, guidance, training, process support).
• Able to prioritise and proactively manage workload, working closely with other team members.
• Experience of Microsoft Office Applications, mainly Outlook and Excel.
• Self-motivated, effective interpersonal skills, good organisational and planning skills, detail oriented.

Desirable

• Experience within the financial services or automotive sectors is desirable.
• Exposure to a Banking system is highly desirable
• Experience of Microsoft PowerPoint.
• Experience of Microstrategy, JIRA & Service Now.
• Understanding of Audit processes.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.