本文发表在 rolia.net 枫下论坛This is a 4 month contract located Toronto, Ontario with the possibility of an extension.
If you are interested in this posting please call me or send me your updated resume formatted in word.
If you are not interested but know of someone who meets this criteria please feel free to forward them my contact information.
Job Responsibilities:
The Service Level Management Analyst will work in a project team environment conducting the analysis and preparing documentation of complex reporting requirements to support reporting against contracted Service Levels. Analyst will be responsible for understanding contract language, designing solutions that consider multiple aspects, including tools, people, processes, standards, scalability and sustainability, and for documenting the solution and functional requirements for report development and service level measurement. The Service Level Management Analyst is accountable for meeting stringent deadlines and producing high quality. Incumbent must have experience in service levels measurement methodologies, requirements analysis and definition, report design and with the Remedy Service Management toolset.
During the project, the Service Level Management will:
• Analyze complex, contractual requirements for Service Level reporting
• Support design and development of Operating Level Agreements between Suppliers and Client
• Develop integrated reporting solutions including aspects of tools, processes, resources and standards
• Facilitate sessions with stakeholders to drive consensus on reporting solutions
• Document reporting requirements in Capgemini standard templates
• Review requirements with development team, delivery teams, and client and suppliers
• Develop test scripts
• Conduct User Acceptance Testing
• Support development of process documentation and training materials
• Deliver to the project plan and budget, timely identifications and escalation of issues and risks
Experience
• A minimum of 7 years in Service Performance Management
• A minimum of 5 years in reporting requirements documentation
• Working in project environments
• Driving consensus among teams
• Remedy 7.6 or higher
• Service Level or Contractual Reporting for Infrastructure related SLAs
• Report development with Excel VBA and Crystal Reports a plus
Skills and Certifications
• ITIL v2 or v3 Training & Certification
• BMC Remedy proficient
• Solid understanding of infrastructure technology
• Leadership to mentor and motivate other team members
• Excellent analytical and problem solving skills
• High degree of attention to detail and accuracy
• Excellent verbal and written communication skills - ability to interact and communicate with multiple teams
• Possess a strong team player mentality
• Ability to work and communicate directly with customers to ensure that expectations are being met
• Flexibility - able to multi-task, adapt to change, and manage a fast-paced, high-stress environment
• Initiative - assertive, high energy problem-solver, inventive, demonstrated drive for result
Location
• The position is located in the GTA
• Relocation assistance will not be provided
Suzan Mahboob
TekStaff IT Solutions
IT Sourcing and Research Analyst | Technology and Operations - Client Services
Phone: (416) 438-1099 ext 3044| Cell: (416) 418-2541| Fax: 1-866-496-9031|Toll Free:1-855-881-9031
30 Via Renzo Dr Floor 2 Richmond Hill, ON L4S 0B8更多精彩文章及讨论，请光临枫下论坛 rolia.net
If you are interested in this posting please call me or send me your updated resume formatted in word.
If you are not interested but know of someone who meets this criteria please feel free to forward them my contact information.
Job Responsibilities:
The Service Level Management Analyst will work in a project team environment conducting the analysis and preparing documentation of complex reporting requirements to support reporting against contracted Service Levels. Analyst will be responsible for understanding contract language, designing solutions that consider multiple aspects, including tools, people, processes, standards, scalability and sustainability, and for documenting the solution and functional requirements for report development and service level measurement. The Service Level Management Analyst is accountable for meeting stringent deadlines and producing high quality. Incumbent must have experience in service levels measurement methodologies, requirements analysis and definition, report design and with the Remedy Service Management toolset.
During the project, the Service Level Management will:
• Analyze complex, contractual requirements for Service Level reporting
• Support design and development of Operating Level Agreements between Suppliers and Client
• Develop integrated reporting solutions including aspects of tools, processes, resources and standards
• Facilitate sessions with stakeholders to drive consensus on reporting solutions
• Document reporting requirements in Capgemini standard templates
• Review requirements with development team, delivery teams, and client and suppliers
• Develop test scripts
• Conduct User Acceptance Testing
• Support development of process documentation and training materials
• Deliver to the project plan and budget, timely identifications and escalation of issues and risks
Experience
• A minimum of 7 years in Service Performance Management
• A minimum of 5 years in reporting requirements documentation
• Working in project environments
• Driving consensus among teams
• Remedy 7.6 or higher
• Service Level or Contractual Reporting for Infrastructure related SLAs
• Report development with Excel VBA and Crystal Reports a plus
Skills and Certifications
• ITIL v2 or v3 Training & Certification
• BMC Remedy proficient
• Solid understanding of infrastructure technology
• Leadership to mentor and motivate other team members
• Excellent analytical and problem solving skills
• High degree of attention to detail and accuracy
• Excellent verbal and written communication skills - ability to interact and communicate with multiple teams
• Possess a strong team player mentality
• Ability to work and communicate directly with customers to ensure that expectations are being met
• Flexibility - able to multi-task, adapt to change, and manage a fast-paced, high-stress environment
• Initiative - assertive, high energy problem-solver, inventive, demonstrated drive for result
Location
• The position is located in the GTA
• Relocation assistance will not be provided
Suzan Mahboob
TekStaff IT Solutions
IT Sourcing and Research Analyst | Technology and Operations - Client Services
Phone: (416) 438-1099 ext 3044| Cell: (416) 418-2541| Fax: 1-866-496-9031|Toll Free:1-855-881-9031
30 Via Renzo Dr Floor 2 Richmond Hill, ON L4S 0B8更多精彩文章及讨论，请光临枫下论坛 rolia.net