ITSM Project Manager

Stem Xpert; Bannockburn (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

A technology solutions provider is hiring an ITSM Project Manager for a position based 100% onsite in Bannockburn, IL. This role lasts at least 8 months with the possibility of extension or temp to perm. The successful candidate will manage ITSM ticket queues, communicate with clients, and ensure compliance with service level agreements. Candidates should have strong communication skills, experience with queue management, and proficiency in MS Office. PMP/PMI certification is a plus.

Qualifications

• Must have excellent verbal and written communication skills.
• Self-motivated and able to work independently.
• Experience managing ITSM queues and related incidents.
• Ability to monitor ticket SLAs and escalate as needed.

Responsibilities

• Manage all tickets coming into the ITSM queue.
• Provide daily status reports on ticket resolutions.
• Act as the escalation point for unresolved issues.
• Ensure strict adherence to SLAs and KPIs.

Skills

Excellent verbal and written communication skills

Self-motivating and self-learning work approach

Queue Management

Strong MS Office tools experience

Experience in Service desk operations

Tools

MS Office

Job description

Founded in 2009 and headquartered in Ann Arbor, MI, TEKWISSEN™ provides a unique portfolio of innovative capabilities that seamlessly combines clients insights, strategy, design, software engineering and systems integration. Our tightly integrated offerings are tailored to each client’s requirements and span the services spectrum from Application Development/Maintenance, testing, Technology Consulting & staffing. The company is primarily focused on information technology, engineering, healthcare, financial technology and contingent workforce solutions. It operates in seven business segments including Commercial, Professional & Technical, EMEA Commercial, and EMEA Professional & Technical. The company provides professional and technical expertise in the fields of Telecom, Education, Banking, Retail, e-commerce, Automotive, Life Science, Insurance, legal, healthcare, among others. It also offers outsourcing, consulting, recruitment, career transition, and vendor management services.

We strongly believe: “If something cannot be measured, it cannot be managed.”

We are an Equal Employment Opportunity Employer M/F/V/D.

• 2015 - America’s Fastest Growing Company by Inc.com
• 2015 - SPARK FastTrack Award from Ann Arbor SPARK
• 2015 - Honoree of Diversity Focused Company by Corp! Magazine
• 2014 - America’s Fastest Growing Company by Inc.com
• 2014 - Michigan 50 Companies to Watch
• 2014 – DiSciTech Award in Technology by Corp! Magazine
• 2014 - DiSciTech TECHNOLOGY Company of the year by Corp! Magazine
• 2014 - SPARK FastTrack Award from Ann Arbor SPARK

• Enterprise Solutions
• Web Development
• Data Warehousing
• Systems Integration
• IT Security
• Storage Technologies
• Development and Delivery
• Business Intelligence
• Telecommunications
• Consulting and Planning
• Network design
• Implementation & Administration

Job Description

Position: ITSM Project Manager
Location: 100% onsite in Bannockburn, IL (northern Chicago).
Duration: at least 8 months. Possibility of extension or temp to perm.
Interviews: 1st will be over Skype with Unisys. 2nd will be in person with the end client.

Skills:

• Excellent verbal and written communication skills (Daily management meetings with clients)
• A self-motivating and self-learning work approach (must be able to work with little or no supervision)
• Will be communicating with the service desk and other resolver groups
• The person will be responsible to manage all tickets coming in to the ITSM queue they are responsible for and that person needs to manage that ticket to closure.
• PMP/PMI cert is nice to have, but not required.

ITSM Experience:

• Queue Management, escalation of tickets when appropriate
• Manage Ticket Lifecycle to closure - Continual monitoring of open Incident and IMAC request SLAs, escalating to area Team Leader and Field management where necessary.
• Strict SLA/KPI Management 4.
• Strong MS Office tools experience (Provide timely and comprehensive daily status reports on open and close tickets etc.)
• Experienced Service desk operations would be helpful
• PMP/PMI cert is nice to have, but not required.
• Those who have it will get preference.
• Manages, resolution of issues, document issue resolutions clearly and accurately
• Escalation point of contact if issues are not being resolved, drive to closure (Customer Interface).
• The go to person for issues.
• The person would provide daily status reporting on all in scope tickets, open, resolved, dispatched, closed etc.