ITSM Project Manager

Founded in 2009 and headquartered in Ann Arbor, MI, TEKWISSEN™ provides a unique portfolio of innovative capabilities that seamlessly combines clients insights, strategy, design, software engineering and systems integration. Our tightly integrated offerings are tailored to each client’s requirements and span the services spectrum from Application Development/Maintenance, testing, Technology Consulting & staffing. The company is primarily focused on information technology, engineering, healthcare, financial technology and contingent workforce solutions. It operates in seven business segments including Commercial, Professional & Technical, EMEA Commercial, and EMEA Professional & Technical. The company provides professional and technical expertise in the fields of Telecom, Education, Banking, Retail, e-commerce, Automotive, Life Science, Insurance, legal, healthcare, among others. It also offers outsourcing, consulting, recruitment, career transition, and vendor management services.

We strongly believe:
" If something cannot be measured, it cannot be managed. "
TEKWISSEN™ measures all of these processes and applies corrective interventions to manage the quality process at its core.
We are an Equal Employment Opportunity Employer M/F/V/D

Recognitions:

2015 -America’s Fastest Growing Company by Inc.com
2015- SPARK FastTrack Award from Ann Arbor SPARK
2015 -Honoree of Diversity Focused Company by Corp! Magazine
2014- America’s Fastest Growing Company by Inc.com
2014- Michigan 50 Companies to Watch
2014 – DiSciTech Award in Technology by Corp! Magazine
2014- DiSciTech TECHNOLOGY Company of the year by Corp! Magazine
2014- SPARK FastTrack Award from Ann Arbor SPARK

Specialties:
Enterprise Solutions, Web Development, Data Warehousing, Systems Integration, IT Security, Storage Technologies, Development and Delivery, Business Intelligence, Telecommunications, Consulting and Planning, Network design, Implementation &Administration

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.