Sr Continual Service Improvement

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future.A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

Job Summary

The Continual Service Improvement (CSI) Senior Analyst has a primary responsibility to serve the Enterprise Command Center (ECC) team in pursuing service excellence while driving down our costs. Additionally, this role serves as a member of the CDW transition team in onboarding new customers and new services for existing customers with the focus of developing processes, procedures, and documentation for the ECC. Finally, this role may design, develop, or configure technology to simplify the ECCs obligation, or provide business requirements and/or technical specifications and oversite to other CDW teams for implementation.

 

What you will do:

• Accountable for successful collaboration with customers, suppliers, vendors, and coworkers to gather requirements, create standardized documentation in support of the ECCs obligations, and ensure those processes meet or exceed the business needs.
• Design tactical and strategic solutions for the ECC team that meet or exceed the business need with attention to simplicity and ease of use with a balanced use of both technical and business acumen.
• Review services agreements and sales collateral to gain an understanding of supported services contained within the agreement.
• Perform due diligence to establish an understanding of what is traditional CDW ECC support obligations and identify outliers. All outliers are communicated to the Project Manager and ECC Management.
• Understand timeline and expectations around customer transition.
• Participate in monitoring alert quality assurance exercises and document required processes to ensure proper alert handling.
• Participate in pre-sales activities.
• Identify automation candidates, execute when feasible.
• Provide support and training of processes to ECC team in advance of customer go live.
• Provide post transition support until customer is stabilized and all processes, documentation are validated.
• Ensure issues are communicated to managers in a timely and effective manner.
• Provide guidance to less-experienced coworkers.
• Document and maintain standard operating procedures as required.
• Training/Certifications: Attend training sessions or shadowing activities and obtain industry-related certifications as determined by management.
  
  
  

 

What we expect of you:

• Three to five (3-5) years of experience in a managed services or technology industry position working in a technical, continual service improvement, or quality assurance capacity.
• Six Sigma or ITIL Foundations 4 certification.
• Bachelors degree or one of the following:
• Applicable work experience in a “Managed Services” environment, OR
• An Associate degree in Telecommunications, Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, OR
• Two (2) years college coursework in a technical field
• Demonstrated sense of accountability and ability to produce results.
• Demonstrated adaptability; ability to be flexible in dealing with people and unexpected situations.
• Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines, especially in a fast-paced environment.
• Demonstrated commitment to detail, quality, accuracy, and completeness in assigned tasks.
• Experience in monitoring applications such as Science Logic, Automate, or similar applications.
• Experience in help desk applications such as Service Desk Express (SDE), Remedy, ServiceNow, Heat, or similar applications.
• Demonstrated ability to work under minimal supervision.
• Strong customer focus – exceptional verbal and written communication skills and the ability to deal effectively with a variety of internal and external customers.
• Commitment to building and maintaining strong working relationships with coworkers.
• Demonstrated skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)
• Ability and willingness to travel as needed to other CDW locations, meetings, and client sites.
• Preferred qualifications, all a Plus:
• Experience in a Managed Services (multi-customer support) environment/business model.
• Experience with one or more of the following technologies:
• IBM Power i (System i) system and associated peripheral hardware and software.
• IBM Power p (System p) systems and associated peripheral hardware and software.
• IBM System z systems and associated peripheral hardware and software.
• VMware
• Citrix
• Networking
• Enterprise Storage (EMC, IBM, and/or NetApp)
• Windows servers
• Nutanix
  
  
  

Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe.Our fingerprints can be found on technology inworkplacesof more than 250,000companies;from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

What you can expect from us: Culture, coworkers, careers.

CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

Equal Opportunity Employer, including disability and protected veteran status

Benefits overview: https://cdw.benefit-info.com/