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CompuCom ITSM Specialist in Fort Thomas, Kentucky

Why CompuCom? (Overview)

At CompuCom, we are looking for an ITSM Analyst to add to our Customer Experience Office (CXO). The ITSM Analyst isa blend of Incident and Problem Management will perform reactive and proactive problem management to ultimately reduce the number of incidents and or events impacting clients. The ITSM Analyst will be accountable for end-to-end Incident and event life cycle management. The successful person will also forge key stakeholder relationships that will help facilitate greater client satisfaction and understanding of the client(s) environment. This will ensure that the impacts are minimized or eliminated altogether through appropriate actions.

*This is a remote, work from home position

What We Need & What You'll Do (Responsibilities)

•Align Incident Lifecycle as per standard ITIL Incident Management Guidelines•End-to-end incident and event lifecycle management• Align Problem Lifecycle as per standard ITIL Problem Management Guidelines: work with all technical teams, Service Management and external stakeholders to drive all problemstowards root cause identification and permanent fix• Trend Analysis: Reduce the number of incidents and events, and minimize the impact of incidents and events thatcannot be prevented• Interaction with Delivery and Work Streams

•Evaluate incidents and provide input to applicable teams• Customer Interface and Client Satisfaction:Co-ordinate with Service Desk (if applicable), Incident Manager (Critical Incident Response Team

member), Change Management, Infrastructure (NOC, SOC, monitoring) teams, and Resolver groups inthe identification of Major Incidents• Reviews the efficiency and effectiveness of the Problem control process• Maintain inventory of problems under analysis and their current progress and status• Produces Incident and Problem Management reports as required

Who You Are (Qualifications)

• Understands NOC and SOC operations• Minimum 3 years of experience in Incident and Problem Management• Strong, demonstrated Analytical skills• ITIL V3/ V4 foundation certificate• Interpersonal skills• Organizational skills• Associate college degree, preferred technical• 5+ years technology experience

Equal Employment Opportunity

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

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Posted Date2 weeks ago(6/10/2021 4:10 PM)

Posting Location Kentucy

Req # R0023665

Category Project Management/Consulting

CompuCom Systems, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans.

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