RIS Service Desk Manager/Analyst - Georgia IT Inc.
TX, TX
About the Job
Title: RIS Service Desk Manager/Analyst
Position Type: Contract
Location: Irving, TX
Rate: DOE
Preferred : USC Or GC
Responsibilities:
Position Type: Contract
Location: Irving, TX
Rate: DOE
Preferred : USC Or GC
Responsibilities:
- Collect, evaluate, and synthesize information for system design and/or system modifications requiring extensive interaction with corporate and field users, vendors, distributors, and strategic partners.
- Analyze support desk effectiveness for areas of improvement, develop, and implement improvement plans
- Develop business and system solutions to improve existing processes and procedures.
- Coordinate activities among multiple partners and departmentsin support of the RIS Stores Help Desk.
- Work with corporate/field users, strategic partners, and vendors to develop business processes and procedures for current and future support areas.
- Assist with design and training of a user's guide, troubleshooting documentation, training materials, etc.
- Manage support desk contractor accounts and system access.
- Design, review and coordinate system and integration testing plans.
- Review of RIS incidents; created previous day, aging, and for trend analysis.
- Owner/contributor of RIS Support documentation (Knowledge Management)
- Escalation management
- Familiar with various ITSM platforms, ServiceNow a plus Utilize expertise in ITSM platform report building
- Proficiency in Microsoft Office applications
- PMP certified a plus
- ITIL foundation certified
Source : Georgia IT Inc.
