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 "SAP ABAP" group. To unsubscribe from this group and stop receiving emails from it, send an email to sap-abap+unsubscr...@googlegroups.com. To post to this group, send email to sap-abap@googlegroups.com. Visit this group at http://groups.google.com/group/sap-abap. For more options, visit https://groups.google.com/groups/opt_out.
