CSC Operations Specialist

Infinite Computer Solutions; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Infinite Computer Solutions in Columbus, OH seeks an experienced CSC Operations Specialist to manage escalations and incidents, ensuring service delivery targets are met. Training begins on the day shift with transition to 2nd shift after training completion.

The role includes coordinating with OIT services, leveraging ITIL/ITSM practices, and overseeing CSC operations including weekend scheduling and reporting. Strong leadership and collaboration are essential.

Qualifications

• 5+ years of experience supervising/managing a team in 24/7 operations or customer service.
• 5+ years in a technical environment or on automation initiatives/projects.
• 3+ years in IT service management using ITIL standards & best practices.

Responsibilities

• Manage escalations and major incidents including facilitation of bridge lines, logistics, communications, and coordination of service area assistance.
• Use ITSM and ITIL standards to support services for customers.
• Help CSC run daily delivery targets and enforce processes and procedures.
• Provide direction to CSC agents and techs on OIT Services (O365, Mainframe, Network, Security, Servers & Storage).
• Monitor events and wall monitors to identify interruptions and outages.
• Help develop requirements, workflows, processes, and procedures.
• Manage CSC projects and teams to ensure deliverables.
• Support CSC Senior Management on special projects and initiatives.
• Ensure effective communication to CSC Management and customers.
• Develop and manage CSC reports and distribution lists.

Skills

Team leadership

Incident management

ITIL

Project management

Communication skills

Troubleshooting

Prioritization

Cross-functional collaboration

Change management

Customer coordination

Tools

ServiceNow

Job description

Shift Timings

Second Shift: Tuesday to Saturday, 3:00 PM 11:30 PM.

Job Details

• Job Title: CSC Operations Specialist
• Location: Columbus, OH
• Duration: 6 to 12 Months

Shift Timings

Second Shift: Tuesday to Saturday, 3:00 PM 11:30 PM.

The candidate will initially start on the day shift for training purposes and will transition to the 2nd shift upon completion of training.

The role includes working one weekend day, which may be either Saturday or Sunday, and is subject to change.

Note

• BGC: From 18th birthday till date background check.
• We will conduct BGC(background check) and Drug test.
• Client will perform BCI (Bureau of Criminal Investigation) and FBI checks. BCI takes up to 30 days after fingerprinting.
• Onboarding will happen once all checks are complete.

Primary Responsibilities

• Manage escalations and major incidents including the facilitation of technical/customer bridge lines, logistics, communications, and coordination of service area assistance.
• Utilize ITSM and ITIL standards and best practices to support services provided to customers.
• Assist with managing the Customer Service Center (CSC) to ensure daily delivery targets are achieved and established process & procedures are followed.
• Assist with providing direction to CSC agents and techs related to OIT Services (e.g., O365, Mainframe, Network, Security, Servers & Storage).
• Monitor events and wall monitors to proactively identify service interruptions and outages.
• Assist with developing requirements, workflows, processes, and procedures.

Secondary Responsibilities

• Manage CSC Projects and teams to ensure projects, tasks and initiatives as properly assigned and deliverables are met.
• Assist CSC Senior Management with special projects and high-level initiatives.
• Ensure proper and effective communication to CSC Management, OIT Service Areas and customers.
• Ensure the development & management of CSC reports & appropriate distribution lists.

Specific Knowledge

• 5+ years of experience supervising/managing a team of 10+ members in 24/7 Operations or Customer Service environment.
• 5+ years of experience working in a technical environment or on automation initiatives/projects.
• 3+ years of experience in IT Service Management utilizing ITIL standards & best practices.

Specific Skills

• "Forward Thinker" or "Thought Leader" skilled with the ability to turn innovative ideas into reality.
• Self-motivated with the ability to adjust priorities based on current needs.
• Solid leadership, problem solving, project management and decision-making skills.
• Results-driven with consistent success in delivering business objectives that improves service/support.
• Experience working in a fast-paced team environment to complete multiple projects simultaneously according to business and technical requirements.
• Excellent interpersonal skills: ability to build strong collaborative partnerships across functional lines and at all levels within the organization and the business.

Specific Abilities

• Critical and strategic thinker with the ability to follow quality standards.
• Able to balance multiple assignments and report time spent on all work activities.
• Flexible, dependable, and able to work in a team environment.

Preferred Application Skill

• ServiceNow