Job Classification: PS3 – Product Specialist
Role: Product Specialist 3 (PS3) with expertise in IT Service (ITSM) Delivery.
Interview: Interviews MUST be in Person and will be held on 1/19/17
Will Close to Submissions on: 1/13 at 12:00 PM
Requirement Description:
The selected Consultants will work closely with the designated I.T. supervisor, IT staff, computer operations and outsourced help desk on managing the help desk, improving the service processes, and have expertise in rolling out ServiceNow to a large diverse group.
1. Make sound recommendations on functional and technical improvements to the product and processes used to provide IT Service Management.
2. Make recommendation to improve customer service and how to provide more self-service options.
3. Spend time analyzing what the customers want and need and provide information to align the service organization.
4. Improve customer service identify ways to engage customers and provide organic growth.
5. Identify training gaps for end users and technical staff.
6. Identify and align DPS and current Service Infrastructure with ITIL principles and provide plan to execute.
7. Participate in product design reviews to verify that design meets quality standards and functional/technical requirements.
8. Perform impact analyses on production fixes and enhancements to establish priorities.
9. Provide basic product support and provide accurate and complete answers to detailed product questions in a timely manner.
10. Provide effective on-site product support as needed.
11. Accurately sets severity of identified defects.
12. Document all work for future reference.
13. Follow quality standards.
14. Analytical and customer service skills.
15. Communicate accurate and useful status updates.
16. Ability to work in a team environment.
17. Complete assigned tasks
This is canned statement with hours, background check and interview date/time:
During the interview process with the ODPS staff, the resource consultant must demonstrate competence/experience in their specific area(s) of project assignment. The resource’s experience must also be documented for review and verification. Offered resources not showing technical or functional competence/experience will be sufficient reason to reject the Offeror’s proposal. It is the responsibility of the Offeror to pre-screen their candidates to ensure compliance. Resource will have a background check conducted by ODPS.
1. Strong communication/ leadership skills.
2. Strong influence, collaboration and negotiation experience.
3. Ability to collaborate with supporting resources across business and/or functional lines.
4. Have excellent oral and written skills/possess strong meeting and work session facilitation skills.
5. Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines.
6. Have strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
7. Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
8. Must be knowledgeable in the English language/speak clearly and understandably use the English language.
Mandatory Requirements/Time:
1. Certification in ITIL
2. Experience with ServiceNow
3. Demonstrate expertise in teaching/conveying technical and/or functional courses/concepts
4. Develop appropriate work programs/budges and use to effectively schedule tasks/assignments.
5. Identify improvements to project standards to achieve high quality services/products.
