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Sr. ITSM Analyst-ServiceNow

Okemos, MI 48864

Posted: 09/29/2018 Industry: Analyst Job Number: 6814

Ektello is looking for a Senior ITSM Analyst with ServiceNow experience to work with one of the leading insurance providers in Okemos, MI!

Job  Description

Senior ITSM

Job  Summary:

This  job’ s  responsibilities  may  include  task  assignment  to  support,  administer,  or  access  systems,  which contractually  requires  ADP  I  or  II  Public  Trust  Access  Level.  Eligibility  for  ADP  Clearance  requires  US  Citizenship.

To  configure,  maintain,  and  support  all  aspects  of  the  enterprise  service  management  and  workflow  systems.  Tocoordinate  activities  involving  the  financial  aspects  and  impacts  of  billing  and  budgets  for  Infrastructure  and Operations.

Primary Job Responsibilities
  • Provides  first  escalation  point  for  the  Service  Management  team.  Level  two  approver  for  all  Service Management  activities  and  change  management  functions.  
  • Develops,  coordinates,  and  executes  Release  management  for  all  ETS  related  releases.  
  • Develops  clear  and  detailed  process  maps  and  business  requirements.  
  • Establishes  and  executes  high  level  policies  and  processes  to  align  with  corporate  expectations.  Assists  in configuration  and  administering  all  aspects  of  the  service  management  system. 
  • Develops,  reviews,  and  analyzes  management  reports  identifying  and  analyzing  trends  and  making recommendations  for  improvements.  
  • Manages  telecommunications,  network,  infrastructure,  and  operations  billing,  cost  recovery,  and  research  of current  rate  pans  for  all  local,  cell,  and  long  distance.  
  • Participates  in  contract  negotiations  and  prepares  rate  comparisons  for  vendor  services  and  maintains  vendor contracts  including  cost  renegotiation  time  frames  and  quality  control. 
  • Provides  assistance  with  telecommunications  administration,  design,  maintenance,  and  projects.

Minimum Qualifications:

Position  requires  a  bachelor’ s  degree, five  year’ s  related  work  experience  in  telecommunications, information  technology  purchasing,  workflow  configuration,  or  service  management  engineering. 

Will  accept any  suitable  combination  of  education,  training,  or  experience.    

Position  requires  basic  knowledge  of  telecommunications  billing,  workflow  engineering, network design,  release  management  and  administration,  and  signaling  capability; ability  to  analyze  and  resolve problems;  ability  to  use  independent  judgment  and  communicate  effectively  with  internal  and  external  contacts; and  effective  negotiation  skills.

Perform  other  related  assigned  duties  as  necessary  to  complete  the  Primary  Job  Responsibilities  as  described above.


Mike Jackson
Technical Recruiter

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