Looking for a smarter career? IBM is the place to be. Here, you can cultivate your expertise, use your knowledge to the fullest extent, or re-invent yourself—without ever having to leave the company.
We are the world's largest IT and consulting company. Great opportunities abound. Build your portfolio while working on society's most pressing issues. They're at the top of our strategic agenda. From energy production to climate change, traffic congestion to health care, streamlined government processes to citizen collaboration and everything in between. We're not only leading the way in developing "green technology," we’re also leading a revolution in corporate responsibility and citizenship.
Work with us as we make the world a smarter planet.
Responsible for assisting in the transition of an existing USAID multi-tier service desk, e.g., Tier I (desk-top, phone, video and e-mail) and Tier II (on-site, floor) from the current provider into IBM facilities, infrastructure and processes. The Help Desk BA(s) will map requirements for training, call, email and ticket processing and support, testing, and implementing the necessary technical solution and processes. The candidate needs strong skills in Incident, Problem, Asset, Knowledge, and Service Request Management.
High School Diploma/GED
At least 1 year experience in Transitioning, mapping, defining and implementing mulit-channel Incident and Problem Management solutions
At least 1 year experience in Experience with Service Desk processes and implementations desired
U.S. citizenship required
At least 2 years experience in Service Level Management
At least 2 years experience in Knowledge Management
At least 2 years experience in Performance Management/Metrics
Certified in ITIL
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.
IBM - 22 months ago
International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...