ITIL Service Management Specialist

Verge IT is a leader in providing quality talent to leading clients nationwide.  We work with many of the top companies in the Aerospace and Defense, Marketing, Finance, Services and Healthcare industries.  We are looking for high caliber talent who want to work in a challenging environment and are willing to make a difference.



We have an immediate opening for multiple ITIL Service Management ETC Specialists. These are 6 Month Contract-to-Hire positions, located in Plano, TX. 

 



Reference #ITIL

 

 

*This position requires 50% travel to customer sites in North America and potentially International*

 

Job Responsibilities:

· Lead the Implementation teams by focusing on issues that are common to implementation activities.

· Candidate must have a very good understanding of ITIL best practices and proficient in our current processes in regards to Incident, Change, Request, Problem and Configuration Management.

· Participate in an New Implementation Boot Camp .

· Develop/foster relationships with IS Transition teams to develop a better SM model.

· Prepare and deliver account/client presentations

· Provide Service Level Reporting input and initial data configuration as a liaison with the IS Reporting team.

· Communicate roles/responsibilities to new associates.

· Identify, describe, and set the expectations for SM at the beginning of implementations to the client and IS support groups.

· Conduct, communicate and manage the Service Management Tool  Kickoff Meeting.

· Engage and encourage Service Management Audits for existing accounts.

· Include post implementation audits of new accounts in cost model

· Meet with implementation Service Managers regularly

· Engage with small deal reviews and attend new deal review meetings

· Suggest improvements for deal review processes: company- and team-specific

· Suggest and recommend OPAS and other toolset enhancements.

· Engage in Service Level reviews pre- and post-deal review.

· Create and maintain a workbook for implementations.

· Work with OPAS Development on dynamic capability.

· Update workbook, as required, to match current process and OPAS best practices.

· Work with OPAS Development on availability of “data validation� and “training� OPAS servers.

· Develop and maintain a New Account Implementation Project Plan for OPAS best practices.

· Collaborates with other Service Managers to ensure consistency of delivery, adherence to Best Practices, and continuous improvement.

· Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed

· Administers the configuration of process related tools including ticketing applications, reporting tools, and other technologies.

· Candidate needs to be able to think outside of the box, and be able to work with the new client and support staff on best practices and what works best for the Account.

· Collaborates with other Service Managers to ensure consistency of delivery, adherence to Best Practices, and continuous improvement.

· Providing a liaison between the account/client based support teams and IS organization.

· Maintain and manage the Account’s travel and expense reporting requirements.

· Provide and participate in Weekly Transition Status meeting and provide progress reports.



Required Skills:

Ø  Project Management

Ø  Understanding Service Levels

Ø  Stand Up Training Experience*

Ø  New Account Transitions

Ø  Experience writing end-user documentation and standard operating procedures (SOP’s)

Ø  Good Presentation and Written Communication Skills (communicating with various levels within the organization appropriately)

 

Ø  5+ years of Application and/or Infrastructure Operational Support experience

 

Desired Skills:

Ø  Experience supporting an existing Account on ITIL and OPAS processes.

Ø  ITIL Practitioner or Manager Certification



Minimum Educational Requirements:

Ø  Bachelor’s Degree is preferred.

 

 

Minimum Certifications :

Ø  ITIL Foundations Certified

 

Reference #ITIL

 If you feel that you meet / exceed these requirements, forward a copy of your resume to monster@vergeit.com for immediate consideration.