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Operations Management Center Analyst

Eingestellt von CompuCom

Gesuchte Skills: Support, Design

Projektbeschreibung

The Operations Management Center is the central point of contact for our client's Member Services technical services related issues, providing proactive and predictable confirmation of services monitoring and communications. Responsible for minimizing any potential service disruptions by analysing confirmation of services issues, coordinating restoration efforts, and communicating across Operations.

MINIMUM REQUIREMENTS

- Demonstrated knowledge with structured analysis and design methodologies, practices, and processes
- Proven competency with Business Analysis tools, including strong proficiency with Microsoft Office Suite: Excel, Visio, PowerPoint, SharePoint, Excel Services, WorkFlow and other advanced systems
- Demonstrated competency in a business area that is supported by this position (ie customer service, membership, provider relations, etc.)
- Proven ability working with Fault Management Systems (ie BMC Remedy, BMC Event Manager, HP Openview, Netcool, CA Service Desk, AlarmPoint/xMatters, etc.)
- Knowledge of network or fault management systems
- Knowledge of ITIL processes and procedures
- Associate's Degree in Computer Science, Business, or related and 2 years' experience in a NOC, Data Center, or Service Desk within a large organization.
- Help Desk Institute or MCSE certification preferred
- May be required to work outside normal working hours
- Travel may be required, either locally or out of state

GENERAL FUNCTIONS AND OUTCOMES

- Utilizes fault management tools to triage, diagnose, troubleshoot, correlate and resolve service provider and vendor issues.
- Communicates and coordinates the troubleshooting activities of service providers and vendors, including NOC-to- NOC, and support personnel at local and remote campus locations to facilitate resolution of system incidents. Isolates and correlates system issues related to confirmation of services.
- Escalates and communicates system incidents to upper management, according to established procedures and experience.
- Develops, communicates and maintains in-depth technical instructions for use by Operations Management Center personnel.
- Works closely with senior Operations Management Center personnel to provide timely resolution on more complex issues that require in depth investigation; escalates issues as required.
- Compiles data for quality and metrics reporting purposes.
- Conducts business with high regard for corporate values and in compliance with its Code of Business Conduct.
- Maintains high regard for member and Medicare beneficiary privacy and complies with Corporate Privacy and information security policies.
- Privacy and information security policies.
- Contributes to the achievement of our Corporate Affirmative Action goals and objectives.
- Responsible for quality and continuous improvement within the job scope. Contributes to and supports the company's quality initiatives.

JOB SPECIFIC COMPETENCIES

- Business Acumen
- Dealing with ambiguity
- Peer Relationships
- Organizational Agility

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

CompuCom