Perot Systems Corporation is a worldwide provider of information technology services and business solutions to a broad range of clients. We are currently looking for a ITIL Service Management Specialist to join our team in Plano, Texas.
Job Responsibilities:
Oversees, facilitates, and administers one or more ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, etc.) for one or more accounts. Administers the configuration of process related tools including ticketing applications, reporting tools, and other technologies. Compiles and analyzes statistical data and trends relating to service level compliance and operational effectiveness. Ensures contractual Service Support requirements are understood and managed to. Produces operational and Service Level reports. Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed. Provides point of contact for process related questions or issues and facilitates process related meetings. Collaborates with other Service Managers to ensure consistency of delivery, adherence to Best Practice, and continuous improvement.
The IS Process Management team is looking to fill an operational and project position. To be considered, applicants should have a minimum of 4 years IT Services experience, knowledge of Project Management Methodologies, ITIL Service Support processes (incident management, change management, etc.).
Associates in this role are called upon to lead and participate in the implementation of Perot Systems Operational Best Practices including OPAS (Operational Processes Application Suite) during account transitions along with other internal operational activities. Responsibilities include:
Due diligence to understand existing operating models, reporting, metrics, etc.
Contract and SOW reviews to ensure contractual requirements are understood and commitments are met
Coordination with other functional areas within scope for transition activities (i.e. Service Desk, Support Teams)
OPAS Configuration (data collection, organization, validation, etc.)
Managing to budget and time constraints while following PMM guidelines
End-User training
Responding to new business activities (demo’s, presentations, RFP responses, etc.)
Facilitation of Operational Practices for Incident, Problem, Request, and Change Management
Trending analysis to identify and resolve root cause
Maintaining OPAS Configuration
Ensuring consistent application of our standard Operational Practices including compliance to process guidelines
Facilitation of appropriate operational meetings
Process Innovation
Generation and distribution of operational and leadership reports
Required Skills:
ITIL Foundations Certification
IT Experience
Process Development
Desired Skills:
Understanding Service Levels
Experience writing end-user documentation
Stand Up Training Experience
Good Presentation and Written Communication Skills (communicating with various levels within the organization appropriately)
ITIL Foundation Certified
ITIL Practitioner Certification
Minimum Educational Requirements:
High School Diploma
Minimum Certifications or Other Professional Credentials:
ITIL Awareness
Perot Systems is committed to Equal Employment Opportunity. It is the policy of Perot Systems Corporation to encourage and support equal employment opportunity for all Associates and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran or Vietnam era veteran status.
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