Reference # : 17-02003 Title : Business Analyst - SCCM Category: Information Technology Location : Quincy, MA Position Type : Contract Experience Level : 3 Years Start Date / End Date : 09/05/2017 / 06/30/2018 Description Position: Sr Business Analyst Position Type: Long-Term Contract Position Location: Quincy, MA Duties & Responsibilities: The Service Center Configuration Manager (SCCM) oversees and coordinates the configuration of all Client Service Centers in Massachusetts. The primary responsibility of the SCCM is to ensure that all technical and business capabilities in Service Centers are properly configured to maintain the highest level of efficiency and customer satisfaction. The SCCM will coordinate the efforts of internal and external service delivery partners to ensure the Service Centers meet the Client standards for Service Delivery and performance. This includes serving as the Client business point of contact to these vendors when a system outage on defect occurs. The SCCM will track vendor performance and hold them accountable for providing accurate root cause analysis for any outages or system slowdowns. The SCCM will maintain an accurate inventory of all Client Service Centers system and maintain enterprise wide metrics of systems uptime and performance. The SCCM will coordinate the scheduling and logistics of new systems or business process deployments that effect the Service Center capabilities. The SCCM will develop and maintain working relationships with ALTAS Project leadership, Internal IT, IT and other shared service internal and external vendors. Specific skill sets include: Solid high level knowledge and familiarity with modern IT infrastructure: Networks, Servers, Windows Workstations, Databases, Cloud Based Applications, Cameras, Monitors, point of sale credit card systems etc. Experience with IT project rollouts to incrementally improve IT infrastructure Manage the setup and configuration of multiple service centers located across the Commonwealth. Experience overseeing and managing the quality of service delivery by external vendors and contractors. Experience managing and overseeing IT services delivery from a shared internal IT service team. Excellent communication and leadership skills must be comfortable with coordinating troubleshooting and outage conference calls Additional Abilities: Competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, licenses and other identity processes. Strong interpersonal skills including sensitivity, patience and flexibility in order to communicate with internal and external customers in a friendly, courteous and efficient manner. Ability to communicate with individuals from diverse backgrounds. Qualifications: Minimum Entrance Requirements: Bachelor's Degree in Business Management, IT or Property Management Experience in the retail real estate management or related experience managing office facility projects and overseeing contractors and vendors a strong plus. Applicants must agree to and successfully pass a background check of criminal justice information and satisfactory review of driving record to be eligible for this position. Experience with commercial and residential leasing, commercial and residential property/asset management; excellent communication skills, both oral and written; ability to build relationships, establish and foster collaboration and teamwork with internal resources from various departments and across departmental lines. Strong organizational, management, and administrative skills are essential. Strong interpersonal skills are necessary to successfully work with various individuals and to establish effective working relationships. Ability to deal tactfully and successfully when dealing with stressful, time sensitive situations. Ability to work with a high-level of independence with attention to detail and accuracy. The position requires excellent organizational and time management skills, including the ability to handle multiple responsibilities simultaneously. Proficiency in Microsoft Office (Word, Excel and Outlook). Ability to be on call for emergency situations. Working Conditions: While performing the duties of this classification, incumbents work indoors within an office setting. The noise level is moderate. Incumbents may be exposed to verbal confrontations. Prolonged sitting and repetitive motions performed answering phone and working on a computer. Incumbents are occasionally required to lift, carry, push or pull up to 25 pounds of office supplies or equipment with or without assistance and with or without the use of devices and/or equipment to assist in the lifting effort. Work assignments may be performed with or without reasonable accommodation to a known disability. TCM is an EEO/Vets/Disabled Employer.
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task
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