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Job Information
Job title

Technical representative

Company Axelon Services Corp
Wage between $0.00 - $0.00 Annually
Location United States, Kansas, Wichita
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 9/22/2009
Description
Technical Representative
Wichita, KS
5 Year Contract(Part time 4,000 hrs.)

09/03/09 Project Details revised as follows: These are the contract requirements. We need a person who is familiar with Help Desk and personal computer support who can use data analysis to develop a monthly report of the top ten problems that are being reported to the help desk ticketing tool (Maximo), eg a certain SAP application is causing the end user PCs to blue screen (lockup). After reporting the problems they will need to work with IBM and the end client to determine how to fix the problem, help develop a cost case that determines if it is feasible to fix the problem, ie would it cost more to fix the root cause problem than it costs to have IBM continue to resolve the incidents reported to the help desk, work with IBM and the client to implement the fix and then track the performance to verify the expected results. Key words should include help desk, Six Sigma, Problem Management, Maximo. Provide Problem Management Services - Participate in client's Problem management process, Problem management meetings and provide required documentation - Review Problems - Provide trend analysis and develop action plans to resolve Problems specifically related to IBM service delivery. - Coordination of Problem resolution activities for Problems specifically related to IBM service delivery. - Audit Problem records for process compliance. - Coordinate Problem process and tool requirements including customer specific elements - Provide a set of standard Problem reports to the account management team and IBM GS support management. Report on Problem resolution. Create monthly reports and identify trend analysis - Audit Problem records for process compliance. - Provide ongoing Problem process and Tool training.*
Project Details: We need a help desk type consultant/technical writer/process analyst. They must be able to document proposed process flows, and understand/define help desk tracking and operational related ticketing systems. Knowing the Help Desk tool `Maximo` would be a plus. This resource needs to be able to analyze data from the Customer's Maximo ticketing system, determine the problem(s), evaluate and select corrective action based on a cost/benefit analysis, coordinate with the Client PM and the Customer's PM to determine the technical, cultural and process impacts, help develop and implement the corrective action and measure the results. The objective of this role is to reduce incidents (problems) that are reported to the Client Help Desk and to lower the costs of delivering Help Desk and Deskside Services. Work will be performed by collecting data on a monthly basis, from the Customers Maximo Help Desk ticketing system and determining top ten problems, work with the customer to determine potential solutions (if it is a customer problem) and assisting in the implementation of the solution. Work with the Client Project manager to implement the solution if it is a Client problem. Requires experience in advance analysis techniques such as Six Sigma, Lean and Fishbone analysis. Provide Problem Management Services - Participate in the Customer's Problem management process, Problem management meetings and provide required documentation - Review Problems - Provide trend analysis and develop action plans to resolve Problems specifically related to Client service delivery. - Coordination of Problem resolution activities for Problems specifically related to Client service delivery. - Audit Problem records for process compliance. - Coordinate Problem process and tool requirements including customer specific elements. - Provide a set of standard Problem reports to the account management team and Client GS support management. - Report on Problem resolution. - Create monthly reports and identify trend analysis. - Audit Problem records for process compliance. - Provide ongoing Problem process and Tool training. Problem Management and Root Cause Analysis - Participate in the Customer's Problem management process, Problem management meetings and provide required documentation. - Review Problems reported through the Customer Maximo ticketing system. - Provide trend analysis and develop action plans to resolve Problems specifically related to Client service delivery. - Coordination of Problem resolution activities for Problems specifically related to Client service delivery. - Audit Problem records for process compliance. - Coordinate Problem process and tool requirements including customer specific elements. - Provide a set of standard Problem reports to the account management team and Client GS support management. - Report on Problem resolution. - Create monthly reports and identify trend analysis. - Audit Problem records for process compliance. - Provide ongoing Problem process and Tool training. Please note following hours allocation over 5 years. Estimate of hours as follows: 2009 - - - - - 500 Regarding the work schedule: Initially Full time work and then in the following years it will taper down and the amount of hours would be up to the resource on what hours/days need to be put into keep up the project . Primary Role: Technical Operations Analyst Primary Skill Set: Quality Assurance Secondary Skill Sets: Change Management; Problem Management; Reporting Analysis. Comments/Other Skills: Help Desk and Deskside Service Delivery

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