5 days old
2017-11-132017-12-11

Project Coordinator

Kissimmee, FL 34747
  • Job Code
    587479
  • Payrate
    $30 To $42

This role performs operational work for Service Level Management across the organization.


Responsibilities include:


- Manage the Service Level Mgt Program:


~10% = 16-20 hours/month


o Own and maintain the SLM QMS documentation


- Policy & Process Ownership & Governance: reviews, modifications, approvals, etc.


- Track contact information for all SLA and OLA measurements


- Manage the overall reporting schedule


o Train suppliers and SDM's as needed


o Support Contracts during contract reviews/modifications


- Provide information on our capabilities and recommendations for managing SLA's, pain points, lessons learned, etc.


o Participate in weekly and monthly supplier governance/CSI meetings across TWDC


- Manage & Support the Service Level Management Product:


~40% = 64-70 hours/month


o Consulting with stakeholders across TWDC to design Service & Operational Level Agreements


- Partner with Service Owners to understand their SLA reporting challenges, and underlying issues that need correction


o Collaborate with other Product Owners to understand technical triggering / field conditions (e,g. incident, problem, request process owners)


o Build and maintain Service & Operational Level Agreements within ServiceNow


o Troubleshoot and respond to incidents and requests (e.g. calculation issues with SLA's)


o Track incidents, requests and stories that are named in Supplier Relief requests to manage overall priority


o Validating and maintaining integrity of SLA data across ServiceNow environments


o Participate in special projects as needed (e.g. Gen3, vendor name changes, baselining new SLA's,etc)


- Manage SLA Reporting activities:


~50% = 80-86 hours/month


- Understanding contractual SLA details and scope for suppliers (e.g. HCL-Infra, HCL-AMS, Xerox/Atos, Accenture-AMS, Blue Jeans, HP, etc.)


- Manage master list of SLA product & process issues and proposed technical solutions


- Facilitate Quarterly & Annual SLA review meetings:


- Assist SDM's in analyzing SLA performance trends and make necessary adjustments to SLA


- Gather proposed SLA changes from Service Owners for each Supplier


- Review, analyze and validate previous year's performance of each SLA to determine new expected/minimum targets


- Facilitate Quarterly & Annual Review Meetings


- Update Attachment 3A with changes and submit to Contract Manager


- Manage Monthly Reporting:


- Administer the Sharepoint site for Monthly SLA Report posting


- Review collection of monthly SLA reports, perform data analysis to ensure accuracy and completion


- Host monthly data validation meetings with Suppliers and SDM's


- Create monthly executive report


- Create Credit reports & facilitate Relief request reviews with Suppliers & SDM's


- Track and manage SLA EarnBack eligibility per Supplier and make necessary adjustments to impacted SLA related documents as well as conduct necessary communication


- Determine default allocation back to impacted Business Unit based on missed critical SLAs


- Track SLA dispute status and update impacted SLA documents


- ServiceNow;


- ITIL/ITSM;


- SLA;


- SharePoint; Excel;


- Excellent planning, organizing, and project management skills;


- Excellent verbal, written and presentation skills;


- Analytical/Logical; High attention to detail; Self-directed


BA/BS degree or equivalent experience

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Project Coordinator

Randstad Technologies
Kissimmee, FL 34747

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Project Coordinator

Randstad Technologies
Kissimmee, FL
US

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