Chicago - (2) ITIL Change Management Opportunities - C-H

[Chuck W]

We currently have 2 openings with a large client in Chicago...please let me know if anyone has an interest:

email address is chuckwiggins@spherion.com

POSITION #1:

Project Manager (Contract to Hire) – Problem/Incident Management

To help us continue driving our business forward, we’re in search of an experienced, top-tier Project Manager to work with our client here in Chicago for contract to hire opportunity.

This client is a global business intelligence solutions provider with more than 30 years of industry leadership behind them. They combine information, cutting-edge technologies and advanced analytics to deliver solutions that enable companies and consumers to do business together. As a trusted steward of commercial stability and a leading source of market innovation, they play an essential role in credit-based, consumer economies around the world.

The Job Specifications are as follows:

• Change/Configuration Manager reports to Service Manger. Also works closely with Tool Implementation team on setting up Unicenter ServicePlus Service Desk to support the defined change management procedures. Participates in Release Management standards and best practice committee. Works with project managers and release managers to ensure that change management procedures are addressed early on in the release/project lifecycle.

• Monitors/Administers Incident and Problem Management procedures to ensure that they are properly executed. Works with IT team leaders to ensure that incidents are proactively reviewed and monitored for trends and related where appropriate, and that incidents are properly assigned and/or transferred to the correct support group. Act as coordinator for high priority Problems requiring multiple support groups’ involvement to resolve.

• As Problem Manger, responsible for reviewing Problem records for completeness, correct categorization, and conducting RCA assessments and recommending appropriate corrective actions. Responsible for reviewing and managing know errors and workarounds from creation (via incident, problem, or RFC) to resolution and for ensuring any necessary knowledge solutions related to them are kept up to date. Works with Release Manager to coordinate reviews of known errors and workarounds with each major release (or as deemed necessary).

• Performs random/regular audits of the processes (Incident, reactive and proactive problem management), determines and implements corrective actions. Create and administers processes to facilitate continual process improvement and evolution as relates to incident and problem management. Provide necessary and timely metrics and management reports to management.

• Champion best practices as it relates to Incident and Problem Management. Create presentations/in-house training to educate IS associates and managers on the new Incident/Problem management procedures, including the benefits of use and risks associated with non-compliance. Provide Leadership in implementing at an enterprise level. Oversee the implementation, training, and rollout of an integrated Incident/Problem Management toolset. Act as business owner and SME of the toolset.

• Act as main liaison the Service Desk to ensure full integration of Incident and Problem management processes within the chosen tool and appropriate tie ins with Change and Configuration management.

• Develop relationships with key people related to systems technology, application development, testing and support. Work to achieve ITIL Problem Manager Practitioner certification, preferable within one year of appointment to position. Other management and administrative duties as required.

Qualifications:

• Knowledge of ITIL Service Support procedures with concentration on Incident and Problem Management.
• Prior experience in setting up and managing Incident and Problem Management procedures.
• 8-10 years experience in the IT Industry with background in either application development or operations/production support.
• Bachelor’s degree in Computer Science or related field required. Masters degree preferred.
• ITIL Foundation certification required.
• ITIL Practitioner Certification in Incident and/or Problem Management highly desirable.
• Basic architectural knowledge of both mainframe and open systems is essential.
• Strong management, leadership, and communications skills.
• Proven project planning, coordinating, and scheduling skills
• Demonstrated analytical and problem solving skills.

Skills Required (in order of importance):

Required Skills
1. Incident and Problem Management process management or ownership 2+
2. ITIL Foundation certification or 2+ years experience with ITIL 2+
3. Specific Knowledge of Incident and Problem Management as defined by ITIL. As process owner 1+ years or at least one project (as project manager)
4. Experience with automation of Incident and Problem Management processes (prefer USPSD) 1+
5. MS Office (project, work, excel, access, PowerPoint, Visio) 5+

Desired Skills:

Desired Skills: (in order of priority)
Desired Skills Years of Experience
1. Project Management skills 3+
2. Analysis and design, including process flows and use cases 3+
3. Technical writing 1+

POSITION #2:

Technical Analyst (Contract to Hire) – USPSD/Change Management

To help us continue driving our business forward, we’re in search of an experienced, top-tier Technical Analyst/Change Management Expert to work with our client here in Chicago for contract to hire opportunity.

The Job Specifications are as follows:

• Successful candidate will be the CA Unicenter ServicePlus ServiceDesk (USPSD) tool administrator, which includes report writing as relates to the tool. USPSD is a trouble ticket and Change Management system that automates Incident, Problem, Change, and Configuration Management. The USPSD is resident in 3 environments: development, stage and production.
• The administrator will be responsible for all three environments.
• Administration duties include:
o Functional and configuration changes and enhancements
o Troubleshooting USPSD issues (functional and technical)
o Applying patches and performing upgrades
o Ensuring backups are logged as successful
o Migrating major development changes to stage environment
o Migrating changes to production after testing in staging environment
o Stopping and restarting ServiceDesk processes
o Coordinate system recovery if required
o Monitor CA logs for events

• In addition to administration of the USPSD toolset, the Technical Analyst will be responsible for all maintaining and enhancing reports that are generated by the USPSD tool as well as creating custom reports using Crystal Reports and defining SQL queries for reporting purposes. Technical Analyst is also responsible for the publishing and distribution mechanisms that support reporting out of the USPSD tool. We anticipate using the CA’s Management Portal for this.

• Technical Analyst must be able to customer’s desired end-state, translate the requirements relative to USPSD, architect the solution to meet the customer’s needs, develop the scope of work and estimate the level of effort required for implementation.

• The Technical Analyst owns the technical and internal client contact during design and implementation to address changes in requirements and to ensure customer requirements are met.

• Responsible for documenting all changes and following release and change procedures set up by the USPSD Change Advisory Board. Participates in Communities of Practices and represents the capabilities and limitations of the USPSD tool to the user community. Participates in industry user groups and recommends enhancements and best practices.


Skills Required (in order of importance):

Required Skills
1. USPSD Tool Administration 2+
2. Basic UNIX skills 2+
3. Crystal Reports 2+
4. SQL 1+
5. Experience with automation of Incident and Problem Management processes (prefer USPSD) 2+
6. MS Office (project, work, excel, access, PowerPoint, Visio) 2+

Desired Skills:

Desired Skills: (in order of priority)
Desired Skills Years of Experience
1. Specific Knowledge of Incident and Problem Management as defined by ITIL 1+
2. Technical writing 1+