It Sr Business Analyst | North American Print Consultant | Global End User Services
Current- Process and Contract Governance for Managed Print Services (MPS)- Assist with Phased Printer Rollout as per MPS design and layout as indicated within MPS Design Principles and Service Catalog documents- Set up and run meetings with customers on placement and deployment of printers, per MPS Design Principles. - Consult with management on business’s operational print needs. Influence and negotiate to meet print project objectives under Manulife’s Efficiency and Effectiveness guidelines.- Attend Weekly / Monthly MPS Vendor Meetings- Set up and run meetings with Managed Print Vendor where needed to discuss services catalog and resolve customer issues. Provide recommendations to management and implement mechanisms for improvement- Act as liaison between Manulife internal customers and the Managed Print Services vendor and assist in escalation and resolution process for Manulife internal customer’s print issues including negotiation and coordination with other departments regarding issues, meeting time and quality targets- Perform varying degrees of problem determination and resolution of desktop hardware and software for resolution of print issues for Manulife internal customers through the effective use of available technical resources- Review and Qualify Managed Print Services Vendor Metrics for Service Level Attainment- Review and Qualify Incident Ticket Reporting to make appropriate decisions for process improvement, where needed- Learn and understand vendor monitoring activities and tools to engage process improvement and customer relationship - Assist in verification and tracking of Manulife’s printer inventory- Create process documentation and provide training and guidance- Work through hardware, software, and printing troubleshooting issues escalated from Manulife / John Hancock internal customers- Atend project meetings, weekly support meetings, and working to merge process across North America for Deskside Services
