Vacancy expired!
- Proactive monitoring and management of all work intake (Ticket and work order management) for the team, knowledge of TrackIT and ServiceNow are a must.
- Project manages and created documentation of multiple assignments related to current and new processes, oversees/coordinated other assignments such as office relocation moves, coordinating and assigning resources
- Act as the escalation point for other support teams
- Provide mentoring and training to existing and new members of the team
- Responsible for ensuring that all incidents, requests, and work orders are addressed in a timely manner, based on established SLAs.
- Responsible for triaging problems and looking for necessary resources to reach an expedited resolution.
- This position will act as the primary support contact for clinical and medical customers.
- Daily monitoring and prioritization of incidents and work orders
- Ensure adequate distribution across desktop support personnel for adequate load balancing
- On a daily basis generate ServiceNow reports listing of requests getting close to meeting Service Level Agreements to prioritize work accordingly
- Asset Management tracking - verify all incoming RFS (Request for Service) are adequately validated (based on approved workflow management).
- Asset Distribution - Ensure that all assets leaving the department are fully accounted for and ensure they meet all standards when it comes to configurations and legal compliance.
- Generate tracking reports for management.
- Customer Support - ensure resources are allocated for different new and ongoing projects
- Review and manage on-call schedules (primary and secondary support levels) to ensure adequate coverage at all times
- Other miscellaneous tasks as assigned
- 5-10 of experience leading technical projects; experience with ServiceNow, preferably in a Healthcare/Hospital organization.
- Solid understanding of ServiceNow dashboards, generating reports, and navigating through different features.
- Project management methodology (Agile and Waterfall) a plus, able to apply them were best suited.
- Understanding of application and infrastructure technologies. (VDI, Vmware, Asset Management, network, WIFI, integrations, virtualization, cloud hosting, storage, data center)
- Demonstrated experience in developing project management components i.e. scope, cost, timeline, milestones, risk, quality, issues log, and communication.
- Educational/Certification Requirements: Bachelor's Degree, Business processes, project management (PMI cert a plus), or other technical certs.
- Windows10 knowledge
- Vmware Horizon View ( VDI, RDSH, AVS)
- Responsible for the management of multi-phase project portfolio related to IT infrastructure and large enterprise-wide deployments.
- Responsible for the successful support of desktop-related issues, resource and asset management, planning and delivery of ticket resolution for end-users.
- The position provides ticket management (ServiceNow), creating and monitoring Dashboards to ensure meeting SLA's, Asset management (knowledge of Sunflower and/or SCCM are for multiple departments.
- This includes, but is not limited to, troubleshooting facilitating the following functions: system requirements definition, process and/or workflow redesign, business case development, Request for Proposal development, vendor evaluation and selection, and contract negotiation and development. Ensures contract compliance, risk analysis, project scope, implementation management, and support transition.
- Projecting resource requirements, ensuring appropriate assignment of resources to each project/support phase, adding, and deleting resources when needed, and having overall responsibility for completion of the project.
- Leads and manages the project within established time and budget parameters.
- Provides insightful and timely status reports using department reporting procedures for both internal and external operational customers.
Vacancy expired!