job summary:
The Associate Service Consultant is accountable to improve the business/end user experience with a forward-looking mindset and spirit of continuous improvement. This includes:

• Delivering business value by maximizing financial investment and the sustainability of the application
• Managing through the Managed Service Providers to quality outcomes
• Ensuring alignment with cross functional teams and external parties

location: Waukegan, Illinois
job type: Permanent
salary: $110,000 - 120,000 per year
work hours: 8am to 4pm
education: Bachelors

responsibilities:

• Offer oversight for critical production services including Incident, Problem, Service Transition and Disaster Recovery and seek assistance for other critical services such as: Audit, Validation and Compliance
• Serves as primary company contact point and first level of escalation for Incidents and Problems including activities that require multiple teams to solution
• Evaluates the Service Providers reported trends and the process improvement recommendations to help identify areas where preventative maintenance might be performed to improve Applications efficiency, in terms of both the performance of the Applications and any related maintenance and support efforts
• Assists, when needed, with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams
• Performs summary daily reviews of prior days ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents and adjusts priorities as needed to ensure that ticket processing and the Problem Management engines are performing within expected operational parameters
• Participate P1- P2 MIM bridge and on call rotation and confirms business impact
• Assists MSPs in ensuring that all the user access to IT systems are properly controlled and authenticated and segregation of duties are maintained
• Seeks assistance from senior personnel in performing the initial business risk assessment for Maintenance and Support and Minor Enhancement activities
• Partakes in vendor performance meetings and operational reviews
• Supports vendor initiated continuous improvement performance plans
• Participates with supplier personnel regarding short-term architecture strategy development and provides recommendation as it relates to Application performance or continuous improvement
• Performs post installation analysis including lessons learned and provides recommendations for continuous improvement implementations as needed
• Provides inputs to the technical reports and documentation that confirm the Root Cause Analysis for Incidents and Problems
• Contributes to the development of new or the refinement of existing critical Service Operations and/or Service Transition processes
• Experience with Power BI/other dashboarding tools is a plus
• Provides support for audit requests for the ACOE; Primary point of accountability with fulfillment of Audit Artifact Service Requests
• Accountable for ensuring that the Service Transition process is fully executed by the provider and provides feedback into the existing Change, Release and Deployment management processes
• Reviews the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications and provides feedback and approval as appropriate
• Demand and release change prioritization with plan build as required. Provides input and feedback into the Change, Release and Deployment processes and schedules ensuring minimal impact and downtime of changes to the business
• Monitor and Approve Change Records for ACoE Owned Changes
• Provide budgetary impact of proposed changes to plan organization and ensure transfer of budget and updates portfolio tracker
• Accountable for ensuring that the Service Transition processes are fully executed
• Evaluates and Approves the Service Providers reported performance trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency
• Reviewing ticket patterns and identifying opportunities that were presented by their MSP ; Approves SLA exception breaches
• Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier
• Helps manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities

Qualifications:

• Bachelor's degree in Information Technology, Computer Science or Computer Engineering
• Minimum of 6+ years of combined experience in Information Technology
• Proven experience with Application outsourcing and terminology such as Minor Enhancements, ARC's/RRC's, Service
• Level Management and Vendor Management
• Prior experience with systematically and logically interpreting data, including analyzing trends, solving complex problems, and presenting recommendations to management
• Prior experience managing changes and change control processes and methodologies
• Proven experience managing and executing complex IT processes and demonstrated ability to identify exceptions to the process, or potential process improvements
• Experience with identifying and executing continuous improvement opportunities and cost reduction initiatives
• Experience facilitating cross-functional meetings and demonstrated ability to effectively communicate both written and verbally

• PREFERRED QUALIFICATIONS
• Master degree in Business Administration, Computer Science or Computer Engineering
• Experience with Software Development Lifecycle (SDLC) methodologies
• Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical Research and Development or Financial application technologies, etc.)
• Ability to prioritize and multi-task
• Experience supporting Regulatory and Quality applications in a global environment
• Ability to influence key stakeholders to adopt innovative technology solutions in support of their strategic agenda
• Experience in learning a new business and building both horizontal and vertical relationships with business and IT leaders
• Proven experience with ITIL, specifically Incident and Problem management as well as Continuous Improvement Planning (CIP), Cost Optimization, Demand and Release and Deployment Management
• ITIL Foundation Certification
• ITIL Intermediate Certification in Service Operations
• Experience developing and implementing Operating Level Agreements (OLA's)
• Demonstrated ability to coordinate cross-functional teams towards task completion
• Experience with Service Operations in a global, multi-sourced environment

qualifications:

• Experience level: Experienced
• Minimum 6 years of experience
• Education: Bachelors (required)

skills:

• Field Service
• CRM
• CONSULTANT

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).




For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.