ITSM Project Manager

Position: ITSM Project Manager
Location: 100% onsite in Bannockburn, IL (northern Chicago).
Duration: at least 8 months. Possibility of extension or temp to perm.
Interviews: 1st will be over Skype with Unisys. 2nd will be in person with the end client.
Skills:
• Excellent verbal and written communication skills(Daily management meetings with clients)
• A self-motivating and self-learning work approach (must be able to work with little or no supervision)
• Will be communicating with the service desk and other resolver groups
• The person will be responsible to manage all tickets coming in to the ITSM queue they are responsible for and that person needs to manage that ticket to closure.
• PMP/PMI cert is nice to have, but not required.
ITSM Experience:

• Queue Management, escalation of tickets when appropriate
• Manage Ticket Lifecycle to closure - Continual monitoring of open Incident and IMAC request SLAs, escalating to area Team Leader and Field management where necessary.
• Strict SLA/KPI Management 4. Strong MS Office tools experience (Provide timely and comprehensive daily status reports on open and close tickets etc.)
• Experienced Service desk operations would be helpful
• PMP/PMI cert is nice to have, but not required.
• Those who have it will get preference.
• Manages, resolution of issues, document issue resolutions clearly and accurately
• Escalation point of contact if issues are not being resolved, drive to closure (Customer Interface).
• The go to person for issues.
• The person would provide daily status reporting on all in scope tickets, open, resolved, dispatched, closed etc.