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Communications and IT Process Management Analyst

Eingestellt von Harvey Nash IT Recruitment Switzerland

Gesuchte Skills: Support

Projektbeschreibung

For a Contract in Zurich, we are looking for a Process Management Analyst.

Key duties and responsibilities:

-Provide oversight and direction across the wide set of ITIL v3 processes that are required to ensure the effective and efficient operations of the Infrastructure and ADM organizations for both internal and external stakeholders
-Drive proactive continuous improvement of all ITIL v3 processes with an emphasis on the evolving needs of all stakeholders and new end user computing functionality introduced over time
-Document and communicate all processes, policies and procedures for obtaining IT support
-Partner with the ITO provider in the development and maintenance of a knowledge management framework and repository that drives higher levels of self-help, First Cal Resolution and end user satisfaction
-Implement and manage a business partner satisfaction measurement and feedback process
-Communicate effectively with business partners, producers and stakeholders on all changes and planned/unplanned service outages in a timely and effective manner
-Set, track, measure and report on key performance metrics including SLA's and OLA's to a diverse set of stakeholders
-Partner effectively with all IT organizations, including strategic partners in executing all responsibilities

Required education and experience:

-Bachelor's Degree (required)
-6-10 years of process, reporting, and performance service experience
-Successful ITO experience a must
-Proven relationship management and interpersonal skills
-Excellent management and strong leadership skills, including ability to execute and prioritize a number of tasks simultaneously
-Proven practical experience with analytics of Infrastructure related data
-High service orientation and ability to measure customer satisfaction
-Ability to establish priorities and processes
-Strong written and verbal communication skills
-Solid experience with conflict resolution
-Strong influencing and negotiation skills
-Excellent English skills

Are you interested in this position? We are looking forward to receiving your application. Many thanks.

Projektdetails

  • Einsatzort:

    Zürich, Schweiz

  • Projektbeginn:

    asap

  • Projektdauer:

    31.12.2015

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

Harvey Nash IT Recruitment Switzerland