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Project Coordinator - ITSM
Ref No.: 17-00074
Location: Stamford, Connecticut
HSI seeks a Project Coordinator consultant with IT Change Management in Stamford, Ct.

IT Service Management

Team: IT Security & Collaboration Services

This is a temporary position, 8+ months.

Our client is looking for a Project Coordinator for their IT Change Management, Service Now team, working on site out of the Stamford location.

This person will review the change tickets on a daily basis making sure everything is documented correctly and work on the process of moving initiatives forward. Will be working with off shore development team on testing.

Must haves: 2-5 years experience
-Service Now Experience
-Change management experience/Client Service background
-worked in a capacity of a change manager
-must be knowledgeable and able to have demonstrated what change coordination/ change management is
-Run a CAB meeting
-testing
-Pharma and/or regulated environment experience


Summary of Work:
Summary Of Services And Business Objectives

ITSM team requires a resource to support and manage day to day operational activities for IT Change Management, ITSM Project Coordination and Service Desk Administration. Would prefer the resource to work out of Stamford office .

He/she will be responsible for:

IT Change Management

-Review change tickets entered in the Change Management application (Service Now) by IT to ensure mandatory information is documented accurately

-Ensure adherence to the process as documented in Standard Operating Procedure (SOP), and good documentation practices are followed by IT

-Facilitate Change Authority Board meetings held twice biweekly with representatives from each IT functional area and assist them with taking decision to either approve or reject a change

-Document details and consensus on the Change in Change Management application (hosted on Service Now)

-Provide guidance to IT (when required) on the Change Management process as documented in Standard Operating Procedure (SOP)


ITSM Project(s) Coordination

-Works closely with offshore developer to resolve issues/queries/doubts on time for Incidents/Projects related to ITSM (in ServiceNow) to meet SLAs/ delivery schedules. The resource shall be working on multiple initiatives at a time that could be related or could be individual small projects

-Should be able to review draft deliveries (design/drawings) quickly and provide feedback to offshore developer

-Should be able to assist offshore with patching schedule and upgrades to ITSM environment (ServiceNow)


Service Desk Administration

-Assist with documentation of basic Service Desk processes, report creations and consolidation of data

-Assist with tracking any Service Desk ticket escalations and closure

Specify Critical Milestones Or Performance Metrics/SLAs For The Service Provider

Ability to facilitate CAB meetings

Ability to review Change records and ensure all required information is well documented prior to processing the ticket

Ability to learn quickly and be proficient with Purdue specific processes to support execution

Ability to work with wide range of cross functional teams within the entire company

Ability to coordinate task completion

Ability to work with offshore team

Ability to work on variety of initiatives related to ITSM, Change, Client Services

Specify Skill Set & Experience Required

2-5 years of experience in a regulated environment involving change control activities

- Basic knowledge of IT Service Management and Client Services

- Service Now Tool Experience (Basic administration, CMDB, other applications, New ServiceNow releases etc.)

- IT Change coordinator experience

- Facilitate CAB meetings to oversee the review and approval of major Changes

- Review and ensure required change information is provided in each Change record

- Understanding of how various technologies fit together to deliver enterprise IT services

- Strong oral and written communication skills

- Strong work ethic with the ability to complete tasks and deliverables under tight deadlines while maintaining flexibility

- Ability to proficiently facilitate meetings

- Solid time management and planning skills

- Ability to work independently and as a team player

- Basic Service Desk administration knowledge

- Ability to work within established frameworks for general delivery, escalating issues as detected, and problem solving to deliver projects as assigned with guidance from ITSM team