| Onsite Position || ITSM Manager , Montgomery, AL(Onsite) at Montgomery, Alabama, USA |
| Email: [email protected] |
| Direct client position Position: ITSM Manager Duration: 1 year Location: Montgomery, AL Client: State of Alabama Department: Medicaid Agency Position Description : The fourth Vendor is the Enterprise Data Services which provides the Data Warehouse. The remaining contracts will provide Provider Management (PM) services and Claims Processing Management Services (CPMS). The IT Incident Manger will oversee the Enterprise Incident Management process. This role will: Manage incidents within a multi-vendor environment simultaneously. Serve as subject matter expert and provide training and guidance on the incident management process. Provide operational metrics for all incidents and problems including backlog, aging, status, and root cause. Create plans and schedules for the implementation and development of bug fixes and incidents across a multi-vendor environment. Assist with defining Production Support procedures and processes. Provide on-going communication and feedback to management. Manage incidents and service requests ensuring tickets are created, well documented, updated appropriately. Verify resolution details are aligned with Incident process. Work closely with Release Manager for deployment strategy. Update the incident reporting system with resolution information and liaise with Vendors. Ensure Incident/Problem resolution is proceeding in a timely and efficient manner. Skills Required ITIL Release Management Methodology Strong ITSM Process dept and breadth for Incident management functions Incident/Problem management tool sets Incident Management Basic Skill Set (Investigation, Classification, Diagnosis, Resolution, & Recovery) Software development lifecycle Advanced leadership and conflict management skills Strong problem-solving, critical thinking and decision-making skills Expert knowledge of IT best practices, policies and regulations Ability to translate technical jargon for non-technical audiences. Effectively communicate between stakeholders, developers, testers, project managers, program managers and executives Active listener Industry practices related to Service Management and Lifecycle Skills Preferred ServiceNow ITSM platform knowledge and experience Project management skills, including organization, planning, time management and prioritization. Clear understanding of client/server technology and network architecture Operational, Helpdesk or support background Leadership and Team Management Skills Adaptability and Flexibility Time Management and Prioritization Experience Required 2-3 years of work in Incident Management, Problem Resolution and/or Production Support activities. 3-5 years experience in Information Technology or a closely related field, with a focus on incident management, problem management or service operations. Experience Preferred Experience with ServiceNow Exposure to Agile Methodology Experience working in an environment with multi-vendors during system upgrade Education Required Bachelors degree in computer science or IT related field Education Preferred Bachelors degree in computer information systems or IT related field with certifications such as: ITIL. Thanks, PRATIIK DESHMUUKH TECHNICAL RECRUITER Mail: [email protected], www.technixonline.com Direct: 480-389-2903 Phoenix, AZ, 85050 Technix LLC | Phoenix, AZ | phoenix, AZ 85050 US | Update Profile | Constant Contact Data Notice Keywords: information technology Alabama Arizona Onsite Position || ITSM Manager , Montgomery, AL(Onsite) [email protected] |
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| Mon Sep 23 20:27:00 UTC 2024 |