Service Management Analyst 1 at Unisys Corporation in Norwich, CT
Provides point of contact for Configuration Mgmt, Hardware and Software process related questions or issues and facilitates process related meetings such as Weekly Asset & Configuration Mgmt meeting (weely/monthly). o Ensures contractual service support requirements are understood and managed. o Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. o Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement. o Presents operational and service level reports and explains service level support available to internal or external customers for client supported. o Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness. o Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed. o Reviews incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines o Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations o Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues related to Configuration, Hardware Asset and Software Asset compliance, integrations, and Discoveryo Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately o Provides point of contact for Configuration Mgmt, Hardware and Software process related questions or issues and facilitates process related meetings such as Weekly Asset & Configuration Mgmt meeting (weely/monthly). o Ensures contractual service support requirements are understood and managed. o Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. o Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement. o Presents operational and service level reports and explains service level support available to internal or external customers for client supported. o Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness. o Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed. o Reviews incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines o Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations o Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues related to Configuration, Hardware Asset and Software Asset compliance, integrations, and Discoveryo Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately. Foster quality through daily cadence review of Config, Asset and Software Dashboards. You will be successful in this role if you have:
o Bachelor's Degree and a minimum of 5 years of relevant experience or equivalent combination of education and work experience. o Solid understanding of ITIL V3 processes and principals. o Solid verbal and written communication skills. o Solid ability to create and document processes.
Salary Range:
$80K -- $100K
Minimum Qualification
Process ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
o Bachelor's Degree and a minimum of 5 years of relevant experience or equivalent combination of education and work experience. o Solid understanding of ITIL V3 processes and principals. o Solid verbal and written communication skills. o Solid ability to create and document processes.
Salary Range:
$80K -- $100K
Minimum Qualification
Process ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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