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What You'll Do Experience with using ITIL Change, Incident and Problem management processes. Resolve critical production issues by leading Major Incident calls, engaging proper teams, and driving root cause analysis.
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This includes incident management, problem management, change management, and service level management. A deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services.
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Use incident and problem management system to document, track, update, and close case activities. perform basic hardware and software troubleshooting to resolve or escalate incident.
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Maximus is seeking an experienced Service Delivery Manager to oversee our Medicaid Provider Management System. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.
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Familiarity with ITIL processes including work request ticket, Incident, Event, Change, Problem, Inventory, Purchase, Facility - management and CMDB.Ability to create and maintain internal procedures, ensuring that all documentation, runbooks, knowledge base articles are up to date.
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Ability to troubleshoot and diagnose complex issuesAble to demonstrate experience supporting technical users and conduct requirements analysisCan work independently with minimal guidance & oversightExperience with IT Service Management and familiarity with Incident & Problem management processesDevOpsExperience in using Git basedDevelop training and documentation materialsRequired Technical Expertise.
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Responsible for providing technology support operations including, but not limited to, end user support, IT incident Management, change management, problem management, knowledge management, endpoint management, and business controls.
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For more information, visit Essential Duties and Responsibilities: - Oversee daily operations including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing, and compliance.
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Knowledge of Service Management and Operations processes in ServiceNow (Change Management, Incident Management, Problem Management, Request Management & Knowledge Management.
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ServiceNow/BMC Helix/Jira Service Management (implementations, transformations, etc.) ServiceNow or similar tools IT Service Management modules and how they are implemented across different operating models (ITIL.
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At least 2 years of experience with incident management and reporting tools. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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Participate in incident management processes, driving service restoration, and learning from past issues with critical Endpoint technology and work to prevent problem recurrence. 4+ years of experience deploying and maintaining endpoint management solutions such as InTune, WSUS, SCCM or other endpoint management solutions built upon transferrable skills.
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Service now implementation experience in ITSM modules (Incident, Problem, Change, CMDB & Asset) Candidate must have 10+ years of ServiceNow CMDB & Asset Management experience. Service now implementation experience in ITOM modules (Discovery, Service Mapping, Event Management.
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Research and creativity to identify a solution to the issue or problem. Attention to detail – good organizational and time management skills. Strong diagnostic and problem-solving skills.
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Exhibit expert knowledge of ITSM best practices, particularly in change management, incident management, problem management, and asset management. Possess knowledge and understanding of Active Directory, and endpoint management, including MDM, patch management, access management, and asset management.
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