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System Analytics Inc. |
Provider of innovative technology solutions |
Key Responsibilities Primary: · Work with the Help Desk Design Manager and other planners to assess current capabilities and identify high-level requirements. · Help identify and define Incident Management and Problem Management process requirements. · Work with the Help Desk Design Lead to define the performance goals and metrics for the proposed solution. · Review prototypes, solution blueprints, and project scope to ensure that the needs of the business are being met. · Serve as liaison to the business community, to ensure that its needs are fully understood by the project team. · Work with the Help Desk Design Manager, IT Operations SMEs & other team members to define metrics & performance goals for the infrastructure solution. · Work with Help Desk Design Manager to ensure that developed and deployed capabilities align with business architecture and meet performance goals. · Assist in translating requirements into business processes supporting existing or new business capabilities. · Inform Help Desk Design Manager of issues that affect other project areas. · Participate in quality management reviews to ensure adherence to all quality management plans and standards. Key Responsibilities Secondary: · Anticipate issues proactively & escalate to Design Manager as appropriate · Maintain awareness of new developments in industry and processes. Contin- uously develop this knowledge & associated skills by implementing concepts. · Identify and support opportunities for continuous improvement and participate on improvement teams. · Monitor and support the team’s adherence to the established policies, processes, and procedures. · Monitor & ensure team’s process & configuration documentation is up to date. · Ensure that the client’s goals are being met, and offer alternative solutions as appropriate in order to meet overall client & project goals and objectives.
US Citizenship Required
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Help Desk Design Specialist |