CSC Operations Specialist

We're seeking a CSC Operations Specialist for one of our direct clients. Please review the below job Description and revert with your interest for the same.

Job Details:
Job Title: CSC Operations Specialist

Location: Columbus, OH

Duration: 6 to 12 Months

Note :

• BGC: criminal background check, drug test, and fingerprint checks from the age of 18 to the present.

• Shift Timings:
  Second Shift: Tuesday to Saturday, 3:00 PM – 11:30 PM.
  The candidate will initially start on the day shift for training purposes and will transition to the night shift upon completion of training.
  The role includes working one weekend day, which may be either Saturday or Sunday, and is subject to change.

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Primary Responsibilities:

• Manage escalations and major incidents including the facilitation of technical/customer bridge lines, logistics, communications and coordination of service area assistance.
• Utilize ITSM and ITIL standards and best practices to support services provided to customers.
• Assist with managing the Customer Service Center (CSC) to ensure daily delivery targets are achieved and established process & procedures are followed.
• Assist with providing direction to CSC agents and techs related to OIT Services (e.g., O365, Mainframe, Network, Security, Servers & Storage).
• Monitor events and wall monitors to proactively identify service interruptions and outages.
• Assist with developing requirements, workflows, processes and procedures. 

Secondary Responsibilities:

• Manage CSC Projects and teams to ensure projects, tasks and initiatives as properly assigned and deliverables are met.
• Assist CSC Senior Management with special projects and high-level initiatives.
• Ensure proper and effective communication to CSC Management, OIT Service Areas and customers.
• Ensure the development & management of CSC reports & appropriate distribution lists 

Specific Knowledge:

• 5+ years of experience supervising/managing a team of 10+ members in 24/7 Operations or Customer Service environment.
• 5+ years of experience working in a technical environment or on automation initiatives/projects.
• 3+ years of experience in IT Service Management utilizing ITIL standards & best practices. 

 Specific Skills:

• “Forward Thinker” or “Thought Leader” skilled with the ability to turn innovative ideas into reality.
• Self-motivated with the ability to adjust priorities based on current needs.
• Solid leadership, problem solving, project management and decision-making skills.
• Results-driven with consistent success in delivering business objectives that improves service/support. 
• Experience working in a fast-paced team environment to complete multiple projects simultaneously according to business and technical requirements.
• Excellent interpersonal skills; ability to build strong collaborative partnerships across functional lines and at all levels within the organization and the business. 

 Specific Abilities:

• Critical and strategic thinker with the ability to follow quality standards
• Able to balance multiple assignments and report time spent on all work activities
• Flexible, dependable and able to work in a team environment 

Preferred Application Skill:

• ServiceNow