Hello Partner,
we have an urgent requirement for bellow position, its for one of our direct client*(State Department of WI)* *Respond to **venkat.mandap...@symphonycorp.com*<venkat.mandap...@symphonycorp.com> *Location : Madison, WI* *Duration : 1 Year (NEED CONSULTANTS WHO CAN COME FOR IN-PERSON INTERVIEW)* *Project Manager* Description The State of Wisconsin, Dept. of Administration (DOA) is seeking a highly experienced service desk consultant to review our existing enterprise help desk service, analyze the operation’s effectiveness and develop a project plan to include design, development of options for service improvement. The enterprise service desk supports internal and external clients statewide utilizing a wide variety of computing services. This position would be responsible for transforming the current catch and dispatch service model to a knowledge centered support service model. This review will need to include all functions from contact inception through effective resolution and satisfaction measurement. The ideal candidate would have experience creating and/or re-engineering a service desk to include activities such as: • Migrating from a Call Back to a Real-Time support model • Development and implementation of knowledge centered support • Definition and implementation of operational metrics • Definition and implementation of customer satisfaction metrics • Establishing process for communicating outage/emergency activities to multiple levels of the organization. • Design and implementation of escalation policies and procedures. • Determining staffing requirements • Defining staff training needs and establishing training programs. • Defining support strategies • Implementing productivity tools • Setting service level expectations • Support center consolidation Qualification Rating Administration - Business Writing Service Level Agreements/Memoranda of Understanding development and 0+ Yrs. Administration - Customer Service Customer service management * and 5+ Yrs. Service delivery management * and 5+ Yrs. Administration - Project Management Demonstrated competence in promoting understanding and cooperation within and between organizations * No Project Management experience * and 3+ Yrs. Administration - Resource and People Management Performance measurement (e.g., Balanced Scorecard) and 0+ Yrs. Problem/incident management * and 4+ Yrs. Process management (e.g., ITIL) * and 4+ Yrs. General Competencies Excellent organization, analytical, and communication skills * Information Technology - Architecture Experience in organizational Change Management process design and execution. and 0+ Yrs. Engagement End Date 06/30/2014 Thanks & Regards * * *Venkata Rami Reddy Mandapati* | 608.467.1515 venkat.mandap...@symphonycorp.com *Symphony Corporation <http://www.symphonycorp.com/>* | Madison, WI | A SEI-CMMI Level 4 Company *We synchronize business, technology and people* -- You received this message because you are subscribed to the Google Groups "Open Source Erp & Crm" group. To unsubscribe from this group and stop receiving emails from it, send an email to open-source-erp-crm+unsubscr...@googlegroups.com. To post to this group, send email to open-source-erp-crm@googlegroups.com. Visit this group at http://groups.google.com/group/open-source-erp-crm. For more options, visit https://groups.google.com/groups/opt_out.
