ABBTECH Professional Resources, Inc. IT Service Delivery Consultant Mid - Kansas City, MO in Kansas City, Missouri
Coordinate status of tickets with USMC action organizations (local and enterprise), until the RqF/Incident ticket has been resolved and closed within the BMC ticketing system. Monitor the MCCOG SvD ticketing and support systems and escalate Incidents to the appropriate organizations, including MCNOSC, RNOSC’s, Regional Service Desks, or B/P/S. Perform responsibilities under the Service Desk Operations Support Services. Coordinate status of tickets with USMC action organizations (local and enterprise), until the RqF/Incident ticket has been resolved and closed within the BMC ticketing system. Monitor the MCCOG ESD ticketing and support systems and escalate Incidents to the appropriate organizations, including MCCOG, RNOSCs, Regional Service Desks, or B/P/S. Possess Demonstrate a high level of social skills through strong written and verbal communications skills. Assist in the development and continual updating of MCCOG ESD documentation, including all policies and procedures. Train, mentor, and assist the Service Desk staff in operational procedures and troubleshooting techniques, utilizing Government-provided materials. Maintain the MCCOG ESD Watch log with continual, accurate, and relevant updated log entries. Notify the MCCOG Watch officer, when a Commander Critical Information Requirement (CCIR) threshold is breached. Conduct routine reviews of all “pending” tickets, verifying that they fall within the allowable time thresholds for each of the various priority levels. Perform occasional reviews of working entries made, to ensure entries have value and are well-documented. Monitor to verify that tickets owned by MCCOG ESD that are marked as resolved have been followed up properly with the requester, prior to being placed in a closed status. Review closed tickets for detailed resolution entries. Execute the USMC ITSM processes directly related to MCCOG ESD activities, following the E-Incident Management Process Guide and the MCEN Service Desk Operations policy. Shift work and holiday support may be required. Note: Resources in this section will have fully-adjudicated Secret clearance or equivalent. The USMC may provide waivers, as necessary.
Four to nine (4-9) years experience with Hardware (HW) or Software (SW) Asset Management. Responsible for ensuring the internal processes related to Information Technology (IT) Service Management and Delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability. This role will leverage processes, utilizing Information Technology Infrastructure Library (ITIL) best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives. The primary areas of responsibility will be the areas of Incident, Problem, Change and Availability Management.
This role will also ensure that IT has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility and visibility to the organization. Information Technology Infrastructure Library (ITIL) version 3 Foundation
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans