Job Description :
Note: Preferably someone who can come to Sacramento for an In-Person Interview in the next 1 week
Description:
Senior Service Desk Analyst with ServiceNow Administrator experience
Skills Require:
Manage Service Desk Support team ensuring continuity of business for 25000 users
Perform staff scheduling to ensure 24x7 Desktop Support Level 1 & 2 coverage
Manage the Desktop Support Level 1 staff of 12 including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
Monitor problem ticket management database and follows up with assigned personnel ensuring timely resolution of problems
Provide leadership for Support Desk operational best practices utilizing ITIL methodology
Act as escalation point for all requests and incidents
Evaluate new requests for service on current application support and suggest changes to existing processes or services with the goal of continually improving and strengthening our offering to our client
Maintain a central source of standardized documentation, enabling support analysts to recover outages with minimal disruption to expected service levels
Train, coach and mentor Desktop Support Level 1 analysts including career development.
Ensure client satisfaction by following up on all quality surveys with follow up requests
Develop Service and Business Level Agreements to set expectations and measure performance thru daily, weekly and monthly metric reporting
Manage process for communicating outage/emergency activities to the business
Advise management on situations that may require additional client support or escalation
Review survey feedback to improve services, tools and support experience
Asset Management
Project Management
Create ITIL based standard procedures
SLA reviews
Risk Analysis
Vendor Relationships