The recruitment team at Myticas Consulting is looking for an experienced Service Desk- Operations Manager who would be interested in a contract opportunity offered within the Lake County, IL region.
Top 3-5 Requirements:
- 3-5 years of Service Desk Operations experience.
- This position requires interacting with Senior Level Managers.
- Several years of ServiceNow experience, Incidents and Requests.
- Experience in identifying risks, issues and developing action plans.
- Experience in tracking and reporting on open requests, to ensure timely resolution.
Nice to have:
- Project management experience – Preferred.
- ITIL Service Management Certification – Preferred.
- Ability to create and run ServiceNow reports – Preferred.
- Previous AbbVie experience is preferred but not required.
Day-to-Job Responsibilities:
- Ensure the contactors assigned to perform these tasks are being completed on a regular basis
- Follow-up on approvals which have aged more than three business days –– Attention Focus on Financial related requests.
- Take action on tickets where the user is “awaiting training (course work)” Why has the user not completed training
- Follow-up with AGN when the live training will be taking place. Request that Allergan update Work Notes with live training updates.
- Document tickets with status updates based on user feedback
- Requests which are stuck in a status (training, application access, VDI), more than three business days (without a response)
- Provide summaries on tickets on why they are stuck:
- Updates to the users and by whom
- Why are the tickets not being Closed
- What actions are we waiting on the user to take and what can we do to move it along
- Attend Daily CCAA Meeting – Cross Company Application Access
- Provide updates (Work Notes) on aged tickets when applicable
- Monitor client Command Center Dashboard for aging Request tickets
- Create the Daily CCAA request report and provide updates during the CCAA Daily meeting
- Distribute the Daily CCAA report to client users