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Assistant Manager - Client Service Representative
Ref No.: 18-29159
Location: Jersey City, New Jersey
Position Type:Right to Hire
Start Date: 04/26/2018
 Assistant Manager position in Jersey City, NJ.
 
  • The salary range is from 80-83K annually.
  • This is a contract-to-hire position.
Job Description
Role: Assistant Manager - Client Service Representative
Location: New York/New Jersey
Who are we looking for?
  • Strong Knowledge in End User Computing
  • Expert in End User asset and inventory management. Experience in any tool or ITSM platform where Asset Management was used extensively
  • Advance skill in designing of solution based on organizational problems
  • Experienced in a wide range of technology areas and all areas of the solution life cycle
  • Knowledge and clear concept of multi-region/virtual Service Desk implementation.
  • IT Service Management (ITSM) products and technologies including ServiceNow, Remedy or Cherwell.
  • End user service portals and service catalogues.
  • Clear understanding of Single sign-on (SSO) and Identity Management (IDM) protocols.
  • Deep understanding of call arrival patterns and development of associated service desk models in support of these.
  • Understanding of end user technologies and trends, including desktop application packaging, image management (SOE), productivity tools, asset management, BYOD.
  • Define, maintain and update WPS and Service Desk standards
  • Measure compliance to WPS and Service Desk standards
  • Add on work from existing clients
  • Effort estimation, WPS and Service Desk design
  • Facilitate internal and external benchmarking exercises
  • Study industry best practices and trends to be ahead of the change
  • Build and conceptualize themes for the year to develop a practice leading to domain expertise
Skills
  • Analytical skills
  • Effective Business Communication
  • SLA Management
  • MS Office
  • Decision making skills
  • Solution and design
  • Financial planning
  • Business relationship Management
  • Responding to RFP
Knowledge and Proficiency Level
Technical Client Technical Service Awareness Expert Intermediate
Ticketing Tool Expert
MS Office Intermediate
Cisco finesse Operating skills Intermediate
CUIC Operations/Reports Intermediate
Nice Tool Operations Beginner
BP/IEX scheduling tool Beginner
Functional Networking concepts Advance Advanced
Client Process Knowledge Expert
DMAIC Advance
Client Business Awareness Expert
Industry practices and trends Advance
Email etiquette Advance
Customer service skills Advance
KB Script development Skills Expert
Analytical skills Advance
Client Business Relationship Management Advance
SLA Management Beginner
Process Mapping/Engineering skills Advance
Leadership & Behavioral Effective Business Communication Advance Advanced
Decision Making Skills Advance
Patience Intermediate
Managing Stress Advance
Positive attitude to change Advance
Attitude to feedback/willing to learn Advance
Relating to Others Intermediate
Influencing Others Advance
Team Player Advance
Insight into the Customer's Mindset Advance
Solution Based Approach Intermediate
Follow Through Intermediate
Personal Credibility Advance
Self-Development Beginner
Result Focus Beginner
Drive to Win Beginner
Establishing Focus Advance
Recognize Efforts Advance
Approachability Intermediate
Dealing with Fairness Advance
Fostering Team Work Advance
Domain Infrastructure Support - Service Desk Advance Advanced
Process and Quality Information Security and compliance Advance Intermediate
ITIL Expert Expert
GSD Standards Expert
Quality Management Systems Advance
Business Continuity Plan Advance
QMS Intermediate
ISMS concepts Intermediate
ISO concepts Intermediate
PMP Intermediate
 
Qualification:
  • Any Graduate + ITIL certified
What's in for you?
  • At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
  • With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.
  • You get an open and transparent culture along with freedom to experimentation and innovation
 
Who are we?
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.