Job Seekers, Please send resumes to resumes@hireitpeople.comJob Description:
Primary responsibility of the Operational Service Manager – Remedy Administrator
- Receive information from overseas (e.g. release information, notification of downtime for system maintenance).
- Decide on the information to be distributed to the IT service staff and organize the distribution process.
- Responsible for the establishment, coordination, measurement and quality of the CISM customer organization and the CISM customer processes. This includes the CISM modules available within the relevant CISM release.
- Manage the rollout process
- Attend briefings and information events, e.g. regular customer meetings.
- Submit administration requests in the Remedy system (e.g. setting up new users).
- Submit change requests in the Remedy system (e.g. a request for the development of a new functionality).
- Consult with Service Managers of other customer organizations on IT service processes relevant to multiple clients and to define the visibility of their customer organizations within the client.
- Ongoing monitoring and control.
- User training
- Regular reporting from the data warehouse (Over 100 regularly scheduled reports)
- Configure Directory Tress available to Users (defining selection from overall tree)
- Administering SLA’s
- Administering OLA’s at Service Group Level
- Administering Approval and Acceptance Processes
- Configuring Selection List Values
- Business Time Calendars
- Email Templates
- Customer Feedback
- Predefined Ticket Searches
- Standard Tickets
- Standard Processes.
