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ITSM Project Manager
Ref No.: 16-02406
Location: Bannockburn, Illinois
Position Type:Contract
Start Date / End Date: 04/13/2016 to 12/13/2016
Skills:
  • Excellent verbal and written communication skills(Daily management meetings with clients)
  • A self-motivating and self-learning work approach (must be able to work with little or no supervision)
  • Will be communicating with the service desk and other resolver groups
  • The person will be responsible to manage all tickets coming in to the ITSM queue they are responsible for and that person needs to manage that ticket to closure.
  • PMP/PMI cert is nice to have, but not required.
ITSM Experience:
  • Queue Management, escalation of tickets when appropriate
  • Manage Ticket Lifecycle to closure - Continual monitoring of open Incident and IMAC request SLAs, escalating to area Team Leader and Field management where necessary.
  • Strict SLA/KPI Management 4. Strong MS Office tools experience (Provide timely and comprehensive daily status reports on open and close tickets etc.)
  • Experienced Service desk operations would be helpful
  • PMP/PMI cert is nice to have, but not required.
  • Those who have it will get preference.
  • Manages, resolution of issues, document issue resolutions clearly and accurately
  • Escalation point of contact if issues are not being resolved, drive to closure (Customer Interface).
  • The go to person for issues.
  • The person would provide daily status reporting on all in scope tickets, open, resolved, dispatched, closed etc.