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CSC Operations Specialist
Ref No.: 17-00077
Location: Columbus, Ohio
Position Type:Contract
Start Date: 06/13/2017
CSC Operations Specialist
Location: Columbus, OH - Must be local resource and ready for In-Person Interview
Duration: 1 Year
US Citizens only

Description:
This purpose of this position is to assist with supporting and advancing the client's Customer Service Center's efforts in providing exceptional customer service at an enterprise level to State Agencies, Boards and Commissions..
Responsibilities:
  • Achieve daily delivery targets by following established process & procedures.
  • Assist service areas with achieving expected service levels and Key Performance Indicators (KPIs).
  • Assist with client/user escalation requests.
  • Work with the CSC team on high priority / major incidents.
  • Daily tracking & reporting of work produced.
  • Provide workflow feedback to CSC Managers for review.
  • Ensure proper and effective communication and escalation to respective end user groups and internal support groups.
  • Monitor events and wall monitors to proactively/immediately identify service interruptions and outages.
  • Assist with developing requirements, workflows, processes, procedures, and managing knowledge base
  • Translates business requirements to System/Functional requirements
Requirements:
  • This position will be assigned a 40 hour work week but will occasionally be required to work extended hours; shift may include weekends or evening/night shift hours.
  • Requires sound understanding of business processes, systems, organizational structure, and industry requirements
  • Experience/studies in business, analysis, computer science or related field is preferred.

Skills:
  • Critical and strategic thinker with the ability to follow quality standards
  • Able to balance multiple assignments and report time spent on all work activities
  • Flexible, dependable and able to work in a team environment
  • Strong communication skills are extremely important in this position.
  • Ticketing System being utilized is Service Now, experience with Service Now is also preferred.