Systems BA-Service Management Process Use - Normal, IL
HTC Global Services, Inc. - Normal, IL

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Job Description:
EVENT SOLUTIONS COORDINATOR PROCESS ASSIGNMENT
Event Solutions Coordinator: The Coordinator acts as a liaison between Projects and Service Support Areas. The Coordinator is responsible for getting other resources involved for Event Management Project deliverables, activities, for a successful transition into the ITSS Command Center environment.

Duties and Responsibilities:
• Act as a Subject Matter Expert (SME) to Projects and Service Areas on Event Management Processes, Procedures, Standards, etc.
• Work as a liaison between Projects, DCs, Event Management and Service Areas for defining requirements to delivering a monitoring solution
• Accountable to Project Manager and Service Request Owner for coordinating the monitoring set-up and delivery to Support Areas as defined by the Event Management Process
• Meet with Business Partners and Subject Matter Experts (SMEs) to identify business/functional/ technical requirements and work with Event Analyst to set direction to build robust event monitoring and management of Services
• Participate in project kick-off meetings to provide valid input on event monitoring
• Engage Event Management Analyst, Developer and related service team based on Eventing needs for Projects/Service activities and efforts
• Create Event Management Decision Document and Transition Document with support from Project/Service SME’s, Event Management Analyst and Developer
• Provide weekly status and schedule updates to Leadership on Event Monitoring and Management activities
• Work with appropriate ITSS and service teams to ensure smooth Transition of the monitoring solution to Service Area
• Assure Proper Knowledge Items (KI) are created and published
• Engage Technical Environment monitoring team when appropriate
• Follow up with post-implementation validation to ensure that the Monitoring solution is correctly implemented and meets the needs and expectations of the requesting SME
• Ensure that the monitoring being requested aligns correctly with the service’s ORA Tier
• For Premium Tier services, work with SLL and Event Analysts to:
o Assure Solution design artifacts are available (Logical Application Distribution Diagram, Consolidated Design Document, Availability Plan)
o Assure application is registered its business service in the Service Catalog
o Assure comprehensive Configuration Data is populated and modeled in the CMDB
o Component Failure Impact Analysis (CFIA) and Eventing Design are captured and updated in the Availability Plan
o Performance monitored is established
o End User and Synthetic monitoring is established
• Assure correlation Rules are created
• Periodically (6/9/12 months) evaluate monitoring results to ensure Continual Service Improvement (CSI) effectiveness – Service Ops EC
Core Skill-sets: Some of the Core Skill sets of an Event Coordinator includes knowledge of:
• Implementation Process (both existing and TE)
• Knowledge of Technical Environment (TE) process and architecture
• Project Service Integration Process
• Project Improvement Proposal Process
• Service Management Process
o Event Management Process
o Change Management Process
o Knowledge Item Management Process
Project Description Service Request Methodology
• Proper understanding of Event Monitoring
• Network-Broad Knowledge
• System Performance
• SDM Work Analysis Tool (SWAT)
• Quality Assurance Process
• Configuration Database
• Service Design Process
• Understand how to provide consultation on Projects and Service Request to determine Enterprise involvement

Tools/Applications Knowledge: Tools knowledge include:
• Capabilities of BSM tools suite (BSM, BPM, OMi, SiS, RUM, Diagnostic, OM, HPOO)
• Capabilities of Mainframe Tool (Mainview, eView)
• Capabilities of other monitoring tools (eHealth, SCOM, Nagios, QPASA)
• Understanding of base platform (JRA, Linux, Windows)
Training
• ITIL V3 Foundation
• BSM tool suite overview (Concept Guide)
• Project Service Integration Process
• Implementation Process (Existing &TE)
** For additional details and quickest response, please contact directly at 763-657-7170 or email David.Elhard@HTCinc.com and include current resume and contact info. **
Benefits:
HTC’s competitive package includes: Health benefits (covering medical, dental, Vision) + 401K (company match is $1500 per year) + Paid vacation (20 days of vacation+ sick days) + long-term/short-term disability, flexible spending & more…..
EEO/M/F/V/H
HTC – A brief profile
Established in 1990, HTC Inc., a CMM Level 5 company with headquarters in Troy, Michigan, is a leading global Information Technology solution and BPO provider. HTC assists clients across multiple industry verticals, offering turnkey project lifecycle in, e-business, data warehousing, embedded systems, ECM, SCM, CRM, and ERP solutions. HTC Inc. offers ConnectIT, our Global Delivery Methodology that enables seamlessly delivery of outsourced IT services. HTC has global delivery centers across the globe

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