CSC Operations Specialist

We're seeking a CSC Operations Specialist for one of our direct clients. Please review the below job Description and revert with your interest for the same.

Job Details:
Job Title: CSC Operations Specialist

Location: Columbus, OH

Duration: 6 to 12 Months

Required: ServiceNow and Major incident management experience i.e.  running bridge calls, and sending out status updates for any P1 or P1 incidents

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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