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Infrastructure Process SME (1912221450)
Ref No.: 19-17035
Location: Chester, Virginia
Job Description:

Top Skills Required: Process Mgr needs to come in and identify gaps in our processes, develop workflows and feed the new requirements to the tech writer. Must be able to work across multiple technologies but not have to be a master of them. Windows/Network/Database are the key areas.

Role Purpose:

Oversees, facilitates, and administers process improvement for a global services organization coordinating with Client, 3rd Parties and our customers with a focus on Data Center Infrastructure technologies. Responsibilities include the management, improvement and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).

• Creation of process and procedure documentation/workflows, knowledge articles and self-service guidance for IT Services
• Collection and documentation of business requirements and operational requirements for project and process improvement/automation efforts
• Facilitation of process workflow modelling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases.
• Reviewing information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed upon service levels
• Conducting maturity assessments against the process activities to highlight areas of improvement or concerns
• Identifying issues and risks

• 6 years as a Process Manager or equivalent experience
• Background in supporting IT Operations project management
• Technical support background in one or multiple technical delivery practices (Windows, Storage, Unix, Backup, Network, etc.)
• Technical Writing skills in order to define and document processes
• Strong skills in Process Mapping and Process Reengineering
• Experience with Data Center technologies and IT operational processes
• Proficient in Microsoft Office Suite, SharePoint, Project, Visio
• Experience with process and ITIL methodologies and reporting
• Strong analytical skills and demonstrated problem solving skills

Location- Chester, VA
Duration- 12 months contract to hire
Rate - $ 45hr w2 plus benefits
Ray Santos I I Sunrise Systems Inc I 105 Fieldcrest Drive Suite 504 Edison, NJ 08837 I (732) 395-4426 I
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