Job Description :
Radian Solutions is a IT Consulting company servicing especially the public sector clients. Our clients include State of California agencies, Systems Integrators and Fortune 1000 companies. Radian is a Certified Small Business with the State of California, SBA approved 8(a) company and a Minority Owned Enterprise (MBE Radian Solutions is recognized as one of America''s Fastest Growing Private Companies by Inc 5000 in 2015.
We are currently looking to fill the following position. Please review the job description and respond at the earliest with your resume in Word format. Please send the email to or call.
Job Title: Senior Service Desk Analyst
Location: Sacramento
Duration: 12 months
Mandatory Qualifications:
Senior Service Desk Analyst should have at least two (2) years of Full Time Equivalent (FTE) IT experience with an emphasis on ITSM services.
Senior Service Desk Analyst should have an industry standard certification with an emphasis on ITSM (e.g., ITIL®, HDI
Senior Service Desk Analyst should have a baccalaureate degree from an accredited college or university, or four (4) years commensurate experience.
Senior Service Desk Analyst shall have at least one (1) year of FTE experience using ServiceNow® as a service desk tool.
Project Tasks:
The Contractor shall perform the following ITSM services that are based on best practices, in collaboration with the State: (1) Service Desk Management, (2) Event Management, (3) Incident and Problem Management, and (4) Knowledge Management.
Service Desk Management
The purpose of Service Desk Management is to support day-to-day operation of the Service Desk and provide the necessary technical and analytical expertise and support for hardware, software, and telephony related functions utilized by state users.
2.1 The Contractor shall develop, deliver and maintain a Service Desk Management Plan for the Service Desk that is subject to State approval and includes the following:
The purpose, scope, referenced documents, glossary of terms, definitions, assumptions, constraints, and risks;
Description of the Service Desk services, support, and service delivery methods;
Description of ongoing product support that includes software updates, bug fixes, and general user support regarding functionality issues;
Approach to create and support a staffed Service Desk structure capable of responding to user requests;
Procedures for managing the lifecycle of all incidents, including incident creation (phone, email, web, and fax), categorization, prioritization, updating, closure, and reopening;
Procedures for managing the lifecycle of all problems;
Procedures for managing the lifecycle of all events and its integration with system-monitoring tools;
Procedures on managing service requests and requests for changes;
Operational level standards based on industry standards and best practices for the new Service Desk, including, but not limited to, response and resolution times for all incidents, problems, and events; and
Approach to providing Non-Core Hours Services.
2.2 The Contractor shall plan and perform all Service Desk Management services and tasks in accordance with the State-approved Service Desk Management Plan.
2.3 The Contractor shall provide Core and Non-Core Hours Services as described in this Agreement for all problems, incidents, and events, as well as severity level 1 and severity level 2 service desk support consistent with the support services specified in Section 5, Scope of Services,
2.4 The Contractor shall manage ServiceNow®, a fully integrated service desk tool, to be provided by the State, for incident, problem and event management.
2.5 The Contractor shall maintain a Support Portal, within ServiceNow®, that includes the following:
Provides user access to FAQs and other support documentation;
Allows users to submit tickets and track their status; and
Provides support for text messaging and online chat.
2.6 The Contractor shall identify, log, classify, and route problems and known errors using ServiceNow®.
2.7 The Contractor shall, for every major incident or severity level 1 incident that causes a system outage, collect and store in ServiceNow®, the root cause analysis from the assigned severity level 2 or severity level 3 service provider.
2.8 The Contractor shall perform root cause analysis on two or more incidents that represent a trend.
2.9 The Contractor shall document root cause analyses in ServiceNow® for all users to search.
2.10 The Contractor shall coordinate the resolution of network hardware, software, and application(s) problems between technical, support and customer personnel.
2.11 The Contractor shall diagnose, test, maintain and recommend or provide solutions for problems with personal computers and laptops, operating systems, software, hardware, and telecommunications related issues.
2.12 The Contractor shall create and disable application, network and e-mail accounts, and assign rights to files and folders.
2.13 The Contractor shall maintain records and logs of work requested and performed.
Task 3 – Service Desk Management Reporting
The Contractor shall develop and deliver Service Desk Reports, within ServiceNow®, to provide a comprehensive summary of the current key performance indicators that includes the following:
Incident Management Metrics
Number of incident occurrences;
Number of severity level 1, 2 and 3 / major incidents;
Average time to resolve all severity levels; and
Incident count by location.
Problem Management Metrics
Incident repeat rate (number of repeat incidents/total number of incidents);
Number of problems; and
Problem resolution rate (total number of open problems /number of problems resolved
Event Management Metrics
Number of monitored services and systems;
Number of event messages; and
Correlation between events and the CWS-NS’s performance/health, including any event consolidation.
The Contractor shall develop and deliver a Service Desk Dashboard, within ServiceNow®, to provide real-time display of pertinent information related to the progress and statuses of CWDS Service Desk services that includes the following:
Incident Management Metrics
Number of total tickets parsed by open and closed tickets by category for the following categories: networking, application, security, how to, and change required;
Incident aging: number of tickets by severity level;
Incident resolution response time; and
Incident call response time.
Problem Management Metrics
Number of problems issued from unresolved incidents for past 30 days;
Number of problems by severity for the past 30 days; and
Number of total tickets parsed by open and closed tickets by category for the past 30 days.
Event Management Metrics
Number of events unresolved for past 30 days