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Service Delivery Assoc 2 (1912202075)
Ref No.: 18-06207
Location: Remote, Georgia
Position Type:Full Time/Contract
Start Date: 08/21/2018
Position Description
***This job req is subject to overtime discounts (0.95x exempt; 1.35x non-exempt) and a 10% discount after six months of service***
Bill Rate: $42.00/hr – with multiple openings, we need to keep everyone at the same rate
Minimum Pay Rate: $30.22/hr
Positions: 3
Location: Remote
Duration: 1 year with possible extension
Targeted Start Dates: 1 to start on 9/1/18; 2 to start on 10/1/18
U.S. Citizenship Required?: Yes – Must note at the top of the resume!
End Clients: VITA
Background: Additional backgrounds screens with the State will be required (fingerprinting – covers anything after 18 years old); The State will work directly with the new hire on these screens and Pinnacle/supplier will not be involved
Travel: Not to be expected; 0-5% (cost covered by Client if it does occur)
Schedule: Regular business hours (confirming the time zone, but will likely need to be EST hours)
Interview Process: 1st phone - likely a decision to be made at this point, but a final 2nd interview (phone/Skype) is a possibility

Top Skills Set the Manager is Looking for:
· SLA/KPI development,
· SQL server,
· Excel,
· Requirements Gathering
Role Purpose
Design, develop, deliver and support operational and client-facing reporting.
Key Responsibilities/Outcomes
Work as part of a team, under qualified supervision, according to documented processes to accomplish the following:
Translate business requirements into technical plan of approach
Advise the business on the technical merits and risks of proposed or requested technical solutions
Ensure reporting quality and compliance with ISO standards.
Evaluate reporting requests submitted by colleagues and clients on operational and technical merits
Prioritize, schedule, and implement approved reporting requests
Requirements definition
Design and development of new reports
Changes to existing reports or reporting setup
Answer questions from colleagues related to reports or reporting processes
Use ad-hoc reporting to help colleagues solve problems
Verify success of report generation/distribution routines and troubleshoot problems
Help colleagues to specifically define unclear change requests
Identify methods by which the reporting activity can work more effectively, reliably, or efficiently
Active participation in ongoing quality initiatives at the desired level, considering all relevant objectives, policies and procedures.
Work with Global Reporting Team and English on Global Initiatives
Related Definitions:
Report: Information distributed by Reporting and any associated formatting or design
Reporting: Consolidation and distribution of information from an electronically accessible source of data to one or more parties. Also used to refer to the tools required to produce a report and the medium by which the report is distributed, including but not limited to online reporting, printed reports, report files in formats such as PDF, Word, and Excel, data warehouses, reporting applications, and macros.
Key Qualifications
General technical background with some business experience. Working knowledge of SQL, Excel, VBA, Microsoft BI and analytic skills; client-oriented approach; self-motivation; team player; problem-solver. Knowledge of managed service desk performance indicators, ITIL/Service Management metrics and definitions. Previous experience with any business intelligence tool would be beneficial (Cognos, crystal reports/business objects). English writing/speaking is also desirable as the person will be part of a Global Team.
Job Specific Skills
Technical: SQL Server, SQL, Excel, Access, VBA, Microsoft BI/Reporting Services, Microsoft Power BI (desired)
Business: Communication, project management, Attention to detail, time management, innovation, reliability.
Technical skills listed are currently applicable but are not fixed. As new skills are required or useful, training will be made available. Other technical skills not listed but already possessed by the candidate are advantageous.