Overview
On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)
Skills
ITSM
ITIL
Customer Service environment
IT Service Management
major incidents
Job Details
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.
- The CSC is looking to bring on an additional CSC Operations Specialists for the 2nd shift Sun - Thu (may change to 1st or 3rd shift) 3 pm - 11:30 pm or 3:30 pm - 12 am (midnight). However, the candidate should remain flexible.
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
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