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IT Ops Services Specialist
Ref No.: 19-03193
Location: Seattle, Washington
 
Take your career to the next level with eXcell. We offer jobs with Fortune 1000 companies nationwide, AND invest in your career development through our generous, annual training contribution.

We are seeking an experienced IT Ops Services Specialist. As a member of the Information Technology (IT) Services and Support Team (ITSS), the IT Services Specialist serves as a critical intermediary between internal IT teams, key stakeholders across the firm, and Managed Services provider. This role will ensure that services provided by the ITSS teams are completed timely, accurately, and with exceptional customer service. The IT Operations Services Specialist is a key driver of service delivery, mitigation of service issues, and addressing areas for improvement.
 
Responsibilities
  • Identify, create solutions, and escalate when needed roadblocks to services provided by Managed Services vendor and ITSS teams, areas where service providers to ensure they are meeting contractual expectations.
  • Review and monitor adherence, identify risk areas, and drive issue mitigation with provider
  • Work with business representatives and internal project teams at all locations to define onsite IT needs.
  • Identify requirements, confirm project plans, confirm service status and completion
  • Participate in business relationship management activities between office and regional leadership /facilities/onsite liaisons, managed services, and internal IT team
  • Ensure that onsite services delivered by vendors, both project and ad hoc, are delivered on time and to required level of quality
  • Drive the resolution of incidents and mitigate business impacts by completing initiation situation analysis, collaborating with internal and vendor teams and ensuring that areas for improvement are identified for future process development/redesign
  • Coordinate with managed service provider on changes to the environment, including project golives, outages, and annual business fluctuations
  • Participate in projects and work efforts.
  • Ensure own deliverables are completed on time and to expected level of quality
  • Utilize strong technical troubleshooting skills, analytical and problem solving to ensure service issues get remediated
Qualifications
  • Bachelor's degree or equivalent experience required
  • Minimum 1 year of related experience required, preferably in technical support; experience in a professional services environment preferred
  • Proven ability to embrace and adapt to technology and business environment changes in order to ensure customer experience and adoption
  • Proven ability to communicate to all levels of an organization, written and verbally
  • Knowledge of ITIL service support management processes (Incident, Problem, Change, Release, etc.), Lean, ITAM and/or other similar processes
  • Proven ability to analyze a diverse set of viewpoints in order to understand root cause of issues and drive consensus amongst internal and external stakeholders
  • Strong experience in project planning and execution with the ability to develop detailed work plans, deadlines and work across competencies to drive deliverables
  • Proficient in the following with proven track record of active self-development: interpersonal skills, technical growth, soft skills and communication development (active listening, consensus-building), planning and organizational skills, ability to manage challenging workloads and competing deadlines
  • Understands and interprets KPIs, SLAs and other IT Service performance metrics
  • This position may require some overtime hours
  • Ability to travel as needed, approximately 5%
 
 


W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.