ITSM MIM Consultant
Apply NowCompany: InfiCare Software Technologies
Location: Dallas, TX 75217
Description:
Role : ITSM - MIM Consultant
Duration : X Months (Contract To Hire)
Location : Dallas, TX .................. (Onsite Role - X Days in a week)
JOB DESCRIPTION
Duration : X Months (Contract To Hire)
Location : Dallas, TX .................. (Onsite Role - X Days in a week)
JOB DESCRIPTION
- Leveraging technology to issue all communications and providing key stakeholder management.
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution.
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident review
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
- Participate in weekly/Monthly on-call rotation
- Respond timely to messages from Service Desk to join the Crisis/High Priority Bridg
- Facilitate the Crisis/High Priority Bridge Lin
- Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for update
- Manage communication during the lifecycle of the Crisis (see Communication Guidelines)
- Post update messages to the IT Status Page
- Text update messages to pre-determined group lists
- Ensure timely communication to the community
- Filter distractions that would hinder or slow down the efforts of the troubleshooting team
- Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary
- Resolve Major Incident record
- Inform Service Desk and community when resolution is implemented, and service is restored
- Knowledge on Service Request and Catalog Management module
- Good understanding of service request and catalog items
- Knowledge on analyzing the standard and non-standard requirements
- Design workflows for Service Request and catalog
- Requirement gathering for new Service Request and catalog