Performance Bar Lead

Description

We are looking for Performance Bar Lead for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.

KEY

Deliver best class service on Performance Tech Bars in line with recognized IT best practice methodologies (customer satisfaction, technology, managing risk, governance, quality assurance, issue resolution, reporting), the successful implementation of resources and processes management. You will be responsible for leading a team of skilled and motivated technicians!

RESPONSIBILITIES • Coordinate the workload for Technology Performance Bars across a big campus • Assist and be part of Knowledge gathering and documentation for common issues • Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements. • Due Diligence with customer prior to RFP & BAFO submissions. • Attend Customer agreed locations to collect all customer processes relating to Performance Bar Services. • Create Process Document of current service for the customer and Partner. • Understanding of Desk side Support duties and process • Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL include but not limited to: Incident Management, Problem Management, Change Management, Service Catalog • Strong Customer Relationship skills • Strong cross tower relationship skills • Project Management of your work stream • Active management and coordination of workload in the campus • Excellent management of the tickets and distribution among the team • Strong understanding and skills in SLA, KPI Management • Review with the Delivery Managers and other internal departments • Data Analysis & Requirement gathering skills

KNOWLEDGE: • Scheduling for Full Time or Dispatch Engineers at various locations • Participated in Transition and transformation projects in the EUC and Field support domain. • Knowledge on Service Desk operation and tools, Service Now is a plus • Good graps of ticketing tools • Understand ITIL concepts in Categorization, Priorities, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc. • Deep knowledge on O360 • Strong MAC related EUC knowledge • Taking ownership of issues through to resolution on all appropriate requests. • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

TECHNICAL SKILLS: • Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops (Windows and MAC), Printers, Handhelds, Smartphone etc. • Hands-On Experience using various modules of Service NOW including Incident, Problem, Service Catalogues, Change, Configuration, Knowledge & Reports that help in Identifying areas of process refinement / improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks, resulting in improved SNOW enhancements • Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications • Effective communication is a must mandatory, any local languages or one of European Language is favorable.

BUSINESS SKILLS: • Ability to interact with customers to ensure that the service is polite, efficient and responsive • Ability to deliver Managed Services in accordance with the agreed scope & service level agreement (SLA) for the given portfolio, in accordance with all applicable performance metrics, including KPIs, user satisfaction targets, operating level agreements and underpinning contract • Highly proactive solution driven approach • Expert in escalation management • Interpersonal skills • Problem solving and root cause analysis • Networking and building relationships (internal and external) • Being visible to customer and internal teams.

SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION: • Experience 4+ years' experience with 1+ years in similar or related role • ITIL/PMI professional is a big plus • Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment. • Good understanding of Performance Bar and Desk side desktop support including incident/request, and break fix • Very strong written and oral communication skills • Flexibility with respect to time - client deliverables need to be met with a Can-do attitude • Excellent problem solving/quantitative/analytical skills • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels • Location of work will be the client offices. Beaverton Oregon Area.

EDUCATION: • Minimum Bachelor's or technical degree • ITIL certification desirable • MS and other technical certifications advantageous • OEM certifications advantageous

**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the US, Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant."

Qualifications

We are looking for Performance Bar Lead for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.

KEY

Deliver best class service on Performance Tech Bars in line with recognized IT best practice methodologies (customer satisfaction, technology, managing risk, governance, quality assurance, issue resolution, reporting), the successful implementation of resources and processes management. You will be responsible for leading a team of skilled and motivated technicians!

RESPONSIBILITIES • Coordinate the workload for Technology Performance Bars across a big campus • Assist and be part of Knowledge gathering and documentation for common issues • Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements. • Due Diligence with customer prior to RFP & BAFO submissions. • Attend Customer agreed locations to collect all customer processes relating to Performance Bar Services. • Create Process Document of current service for the customer and Partner. • Understanding of Desk side Support duties and process • Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL include but not limited to: Incident Management, Problem Management, Change Management, Service Catalog • Strong Customer Relationship skills • Strong cross tower relationship skills • Project Management of your work stream • Active management and coordination of workload in the campus • Excellent management of the tickets and distribution among the team • Strong understanding and skills in SLA, KPI Management • Review with the Delivery Managers and other internal departments • Data Analysis & Requirement gathering skills

KNOWLEDGE: • Scheduling for Full Time or Dispatch Engineers at various locations • Participated in Transition and transformation projects in the EUC and Field support domain. • Knowledge on Service Desk operation and tools, Service Now is a plus • Good graps of ticketing tools • Understand ITIL concepts in Categorization, Priorities, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc. • Deep knowledge on O360 • Strong MAC related EUC knowledge • Taking ownership of issues through to resolution on all appropriate requests. • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

TECHNICAL SKILLS: • Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops (Windows and MAC), Printers, Handhelds, Smartphone etc. • Hands-On Experience using various modules of Service NOW including Incident, Problem, Service Catalogues, Change, Configuration, Knowledge & Reports that help in Identifying areas of process refinement / improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks, resulting in improved SNOW enhancements • Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications • Effective communication is a must mandatory, any local languages or one of European Language is favorable.

BUSINESS SKILLS: • Ability to interact with customers to ensure that the service is polite, efficient and responsive • Ability to deliver Managed Services in accordance with the agreed scope & service level agreement (SLA) for the given portfolio, in accordance with all applicable performance metrics, including KPIs, user satisfaction targets, operating level agreements and underpinning contract • Highly proactive solution driven approach • Expert in escalation management • Interpersonal skills • Problem solving and root cause analysis • Networking and building relationships (internal and external) • Being visible to customer and internal teams.

SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION: • Experience 4+ years' experience with 1+ years in similar or related role • ITIL/PMI professional is a big plus • Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment. • Good understanding of Performance Bar and Desk side desktop support including incident/request, and break fix • Very strong written and oral communication skills • Flexibility with respect to time - client deliverables need to be met with a Can-do attitude • Excellent problem solving/quantitative/analytical skills • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels • Location of work will be the client offices. Beaverton Oregon Area.

EDUCATION: • Minimum Bachelor's or technical degree • ITIL certification desirable • MS and other technical certifications advantageous • OEM certifications advantageous

**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the US, Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant."