It Service Management Specialist
Current• Provides technical expertise, guidance, and support to the Power Technology leadership team. Works with leadership to ensure that roles and responsibilities are properly documented and regularly reviewed within the areas of Power Technology Operations ensuring alignment with programs, initiatives and organizational goals.• Performs analysis of the performance of the services provided by Power Technology Operations, examples of these services include: telecommunications services, connectivity provided to GSOC and other member companies, call center operations, network operations, telephony operations.• Develops/maintains Cyber-Security procedures, engineering procedures, operational procedures, training documentation, and provides programmatic support for Power Technology Operations programs, such as the Security and Network Operations Center and Telecom and Technical Support departments. Suggests performance improvements and ensures programs and services are aligned with the goals of the organization, such as internal initiatives, projects, and corporate goals.• Responsible for compiling and delivery of regular performance reports and metrics to customers of Power Technology and Power Technology Operations leadership based on the performance of the services delivered by Power Technology Operations.• Works directly with engineering groups, operations groups, cyber-security groups, customers, other departments, and stakeholders to ensure developmental updates to processes and procedures are clearly understood and communicated. This includes developing training, presentations, drawings, and other materials as required.• Facilitate the creation of SOWs (Statement of Work) to facilitate outsourced engineering and operational functions. Coordinates with 3rd party contracted resources for improvement projects as required.
