Program Management

Overview

On Site
Up to $50
Accepts corp to corp applications
Contract - Independent
Contract - W2

Skills

Conflict Resolution
Analytical Skill
FOCUS
IT Management
IT Asset Management
IT Service Management
Problem Solving
Problem Management

Job Details

Title: Program Management
Location: Phoenix, AZ 85054 (Day 1 Onsite)

Role Overview

We are seeking a self-starter with strong technical expertise to support and advance our Proactive Servicing Program.
This role involves leveraging advanced monitoring platforms (e.g., Nexthink, device health tools) to anticipate, detect, and remediate issues before they impact colleague productivity.
Key Responsibilities


Technical Lead Proactive Servicing Program
o Manage and enhance proactive servicing across the organization.
o Focus on preventing end-user issues and improving colleague experience.
Enterprise Device Health Program
o Act as technical lead using Nexthink and other tools.
o Identify trends, automate remediation, and drive performance improvements.
ServiceNow Integration
o Embed proactive insights into ServiceNow workflows.
o Enable incident deflection and effective problem management.
Performance Monitoring
o Define, track, and report KPIs for service delivery and device health.
o Align metrics with ITIL/ITSM frameworks.
Tool Optimization
o Maximize value of monitoring platforms (e.g., Nexthink).
o Support troubleshooting, remote actions, and preventative measures.
Data Analysis & Insights
o Analyze device health, sentiment, and operational metrics.
o Provide predictive insights and actionable recommendations.

Skills & Attributes
Technical Expertise


Deep hands-on experience with device health monitoring tools, especially Nexthink.
Familiarity with other DEX (Digital Employee Experience) tools is a strong plus.
ServiceNow & ITSM Knowledge
Strong working knowledge of ServiceNow modules:
o Incident, Problem, Change, Knowledge, ITOM, ITAM.
Solid grasp of ITIL or ITSM best practices.
Analytical Skills
Ability to work with large datasets and identify trends.
Proven experience in creating meaningful reports and dashboards.
Problem-Solving
Exceptional analytical, critical thinking, and troubleshooting skills.

Tool-Specific Competencies


Nexthink
o NQL, dashboards, campaigns, remote actions, data model knowledge.
ServiceNow
o Reporting, dashboarding

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About StoneGate-Technologies LLC