ITIL Service Management Specialist (for Client Care Center)

RESPONSABILITATI

Due to new business needs, we are expanding our presence in Romania by building a new IS Service named the Client Care Center (C3). The new Service will enable Service Requests and Service Incidents to be immediately acknowledged and quickly triaged, and will act as a Centralized Triage Organization supported by Specialists.
We are looking for an ITIL Service Management Specialist to join our Client Care Center team.

Responsibilities:

Oversees, facilitates Operational Practices, and administers one or more ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, etc.) for one or more accounts.
Administers the configuration of process related tools including ticketing applications, reporting tools, and other technologies. Produces operational and Service Level reports.
Compiles and analyzes statistical data and trends relating to service level compliance and operational effectiveness. Maintains OPAS Configuration. Generates and distributes operational and leadership reports.
Ensures contractual Service Support requirements are understood and managed.
Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
Provides point of contact for process related questions or issues and facilitates process related meetings.
Collaborates with other Service Managers to ensure consistency of delivery, adherence to Best Practice, and continuous improvement.
Due diligence to understand existing operating models, reporting, metrics, etc.
Contract and Statements of Work (SOW) reviews to ensure contractual requirements are understood and commitments are met
Coordination with other functional areas within scope for transition activities (i.e. Service Desk, Support Teams)
Responding to new business activities (demos, presentations, RFP responses, etc.)
Trending analysis to identify and resolve root cause
Ensures consistent application of our standard Operational Practices including compliance to process guidelines

CERINTE

BENEFICII OFERITE

Perot Systems offers you:
- the chance to join a large, internationally recognised, company with the scope to allow you to develop your IT career and help you to realise your full potential;
- professional, but friendly work environment;
- training and career development opportunities;
- access to latest technologies and large (enterprise) US/ Europe based customers;
Please submit your CV in English to Romania@ps.net

DESCRIEREA FIRMEI

perotsystems™ is a global provider of technology-based business solutions, offering a full array of services that support business strategies and facilitate improvements for customers in selected industries and the government sector. Perot Systems is a Fortune 1000 corporation with more than 23,000 employees and 2007 revenues of $2.6 billion.

Perot Systems is a team of knowledgeable, skilled professionals. At more than 140 locations in 30 countries worldwide, Perot Systems associates collaborate with customers to envision, design, and deliver technology-based business solutions that help organizations achieve their goals and sustain success. Our associates include leaders in the transformation of the healthcare industry, seasoned experts in commercial markets and the government sector, recognized authorities in business reengineering and management, and specialists in technologies ranging from legacy applications and infrastructure to evolving wireless solutions.
We expect our associates to operate in an honest and ethical manner, with a consistently high standard of integrity in all relationships with customers, partners, governments, the general public, and other associates.

What We Do
We provide industry-specific consultative services and technology-based business solutions:

Infrastructure Solutions: Utility Computing, Enterprise Computing, IP Communications (Telephony, Data and Video), ITIL-Based Service Management, Network Engineering and Management, Workspace Management, Middleware, Full-Service Messaging, Information Assurance, Business Continuity

Consulting Solutions: Business Architecture, Business-Aligned IT Strategy, Transformation , Leadership, Sourcing Strategy, Enterprise Solutions -- SAP, Oracle, PeopleSoft, Systems and Applications Architecture, Custom Systems/Components Integration, Service-Oriented Architecture, Portals, Business Intelligence, Data Warehousing, Business Process Management, Integration of On-Site, On-Shore, Near-Shore, and Offshore Applications Teams, Research and Executive Education

Application Solutions: Enterprise Architecture Design and Implementation, Technology Evaluation and Selection, Application Portfolio Assessments, ADM Outsourcing, Custom Application Development (J2EE, .NET), Product Engineering Services, 24x7 Application Management, Legacy Modernization and Reengineering, SOA and Web Services-Based Enterprise Integration, Application and Data Migration (Porting, Upgrade), Independent Verification and Validation, Performance and Load Testing, Business Intelligence and Data Warehousing Services

Business Process Solutions: Business Process Outsourcing, Finance and Accounting, Financial System Services, Front-End Processing (Mailroom and Imaging), Claims and Encounter Processing, Revenue Cycle Management, Procure-to-Pay and Order-to-Cash Programs, Operations and Maintenance, Lifecycle Management Programs, Contact Center, Quality Assurance Programs (ISO, CMMI, Six Sigma, and Others), Engineering Support, Marine Engineering and Environmental Solutions
For more information on Perot Systems visit our website at www.perotsystems.com