Project Lead

Application Technology Management Consultant /Expert

Coordinate and lead problem management activities/bridges ensuring root cause and permanent corrective actions are identified for high impact/high visibility Incidents. Facilitate communications across ITO service teams, escalate and communicate up the management chain. Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently. Ensure timely creation and updates to the Problem record and appropriate priority is assigned to problem records. Maintain open communication and good working relationships with all service teams that participate in Problem Management and help define ways to increase internal and external client satisfaction. Review problem ticket records for accuracy of information, generate reports and facilitate Problem Reviews. Develop trend analysis and prepare service improvement plans to address identified gaps. Meet with Problem Process Owner to review process and procedures, revise and maintain Problem Management processes and procedures that reflect best practices.

Must be able to work in fast paced environment. Adaptability to demanding circumstances that require timely and accurate responses. Proven negotiation skills. Demonstrated ability to assess customer/client needs, creatively approach solutions, decide appropriate courses of action. Strong analytical, multitasking, and prioritization skills. Strong collaboration and partnering skills. Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders. Process skills; ability to work with ITO service teams to ensure effective operations. ITIL Foundations.

Education: 4 years of college. Travel req: NO. Duration: 12 months. Buy Rate: $55/hr.