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Responsible for serving as a reporting analyst on the USA ID Contact Center project for the deployment of ITSM Remedy and TelephonySolution. The reporting analyst will be responsible for assisting the IBM team in designing, testing, and implementing Contact Center and ITSM Remedy tool related reporting. The candidate needs strong knowledge of common service desk metrics, and skills in report development & analysis.
High School Diploma/GED
At least 1 year experience in Experience working with Service Desk Management/Incident Management ITSM Remedy solutions
At least 1 year experience in Experience developing reports through Crystal Reports tool
U.S. citizenship required
At least 2 years experience in Knowledge of call center / telephony reporting and metrics
At least 2 years experience in BMC Remedy Dashboard and Analytics
Certified in ITIL v3
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...