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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 2 years experience in Transitioning, mapping, defining and implementing mulit-channel Incident and Problem Management solutions
At least 2 years experience in Experience with Service Desk processes and implementations desired
U.S. citizenship required
At least 4 years experience in Service Level Management
At least 4 years experience in Knowledge Management
At least 4 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.
International Business Machines Corporation (IBM), is an information technology (IT) company. Major operations include Global Technology...