Job Classification: Product Specialist 1/PS1
Not to Exceed Rate $46.84
Work Location 1320 Arthur E Adams Drive Columbus 43221
Will Close to Submissions on: Tuesday 9/4 @ 10AM
This is a re-posted role of position: 54992
Implementation Coordinator ICT
Job Summary
- Project manages the implementation of projects and performs status updates for OIT Service Areas Systems and other State of Ohio Agency critical systems.
Duties and Responsibilities
- Serves as a leader and resource for the State of Ohio Customer Service Center and interfaces with OIT Service Area personnel to assist in the facilitation of Agency related work requests
- Prepares customer for implementation. Conducts readiness reviews, ensuring all aspects of setup and implementation are complete
- Establishes guidelines/time-frames to ensure a successful implementation
- Ensures milestones are met
- Monitors all phases of the implementation and escalates issues when necessary
- Interact with Project Manager and Solution Engineer
- Exercises the responsibility and authority to take steps to ensure a successful implementation
- Works with Problem Manager to troubleshoot implementation related issues
- Conduct exit reviews with customer
- Documents issues, ensuring they are not repeated in subsequent implementations
- Participate in new infrastructure release activities
- Identify items that are outside the scope of a standard implementation and participate in project activities related to those items
- Works closely with enterprise Project Success Center
- Participate in Pre-procurement (Decision Lens) meetings and determine the scope of future projects
Specific Knowledge and Skills:
- 5+ years in systems development life cycle including planning, defining, designing, building, testing and deployment
- 5+ years ServiceNow Developer with an advanced knowledge of the platform.
- 3+ years understanding of ITIL frameworks and processes such as Incident, Problem, Change and Request Fulfillment
- 3+ years of experience with MS Office Suite (i.e. Word, Excel, PowerPoint, Visio)
- Strong technical acumen, assertive demeanor, ability to take initiative to get results and achieve goals outlined by management team
- Intermediate knowledge of various technical disciplines (System admin, Networking, Database, Application, Datacenter, Cloud, Facilities, and ITSM)
- Ability to document process, both procedural and technical
- Experience facilitating and coordinating request across multiple cross-functional teams
- Previous experience leading client facing implementations
- Strong communication and customer interaction skills
- Proficient in using MS Visio, MS Word, MS Excel, SharePoint, and MS Project
- Experience with ServiceNow ticketing system or related tools
- Ability to construct a basic project plan, overseeing all tasks associated with the project, act as the advocate and main point of contact for the customer during implementation cycle
- Strong detail orientation and proven ability to execute detailed customer installation activities
- Excellent interpersonal skills and the ability to work effectively with customers as well as internal resources - persuasive, encouraging and motivating
- Professional verbal and written communications skills coupled with a strong customer service orientation
Specific Abilities:
- Prior experience in one or more of the following: Implementing hardware, software, project coordination/management
- Experience at working independently and in a team-oriented, collaborative environment
- Genuine interest in technology and ability to learn, understand, and apply new technologies
- Experienced Thought Leader that is an expert in your technical field skilled with the ability to turn innovative ideas into reality
- 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
- A synergistic team player with excellent communication and interpersonal skills