at CDW LLC in Vernon Hills, Illinois, United States
Job Description
The primary purpose of this position is to support project team members when transitioning new customers into Managed Services.
Primary Duties & Responsibilities:
Service Delivery - 60% Job Weight
Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to gather requirements, create standardized documentation in support of Operations obligations, and ensure those processes meet or exceed the business needs.
Review services agreements and sales collateral to gain an understanding of supported services contained within the agreement
Perform Due Diligence in order to establish an understanding of what is traditional Operations obligations, and identify outliers to communicate to the Project Manager and Operations Management
Understand timeline and expectations around customer transition
Participate in alert QA, document process for alert handling
Identify Automation candidates, execute when feasible
Provide support & training of processes to Tier-1 (Operations team) in advance of customer transition
Provide post transition support until customer is stabilized and all processes, documentation are validated
Ensure issues are communicated to managers in a timely and effective manner
Identify skills gaps with special emphasis on Operations
Identify training needs to deliver training to Operations in advance of transition
Analysis - 20% Job Weight
Study, interpret, and develop a thorough understandings of incidents, problems and opportunities through systematic analysis
Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement
Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented
Design - 10% Job weight
Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions
Partner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes
Leadership - 10% job weight
Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making
Hold self and others accountable for quality & timeliness of work products
Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner.
Ensure understanding, listen to concerns, and relay team feedback to management
Constructively communicate process improvement opportunities such as, but not limited to: customer support documentation, support work flows, coverage model changes, and implementation of new tools and technology
Basic Qualifications:
One of the following:
Applicable Operations work experience in a "Managed Services" environment, OR
Associate's degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, OR
Two (2) years college coursework in a technical field
At least six (6) months of Information Technology work experience. This requirement can be fulfilled via completion of the Academy program
Experience with one or more of the following technologies:
IBM Power i (System i) system and associated peripheral hardware and software
IBM Power p (System p) systems and associated peripheral hardware and software
IBM System z systems and associated peripheral hardware and software
VMware
Citrix
Cisco Networking
Enterprise Storage (EMC, IBM, and/or NetApp)
Windows servers
Nutanix
Other Position Requirements:
Proven ability to collaborate 360 degrees
Demonstrated sense of accountability and ability to produce results
Demonstrated adaptability; able to be flexible in dealing with people and unexpected situations
Proven attention to detail
Experience in monitoring applications such as Nimsoft Unified Management, Automate, or similar
Experience in help desk applications such as Service Desk Express (SDE), Remedy, ServiceNow, Heat, or similar
Demonstrated ability to multi-task
Demonstrated ability to work under minimal supervision
Demonstrated verbal and written communication skills
Demonstrated customer service skills
Demonstrated ability to establish positive working relationships and work as a team player
Demonstrated skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)
Preferred Qualifications:
Experience in a managed services environment
CDW is an affirmative action/equal opportunity employer committed to a diverse and inclusive workplace.
