ServiceNow Customer Service Project Management PMP Certification. ITIL Certificatio   Requirement id 113583 Job title Manager Job location in Boston, MA Skills required ServiceNow, Asset Management, Service Desk Support, Customer Service Project Management PMP Open Date 01-Feb-2021 Close Date Job type Not specified Duration 6 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Manager: ServiceNow, Asset Management, Service Desk Support, Customer Service Project Management PMP Bid Number: BD-21-1030-0P100-0P110-58202 Note: RTR form must be submitted. Note: Online Submission Note: hourly rate: $96 to $120 Note: Total number of positions sought: 1 Note: Maximum number of resumes per ITS63 Vendor: 2 Submission Deadline: 2/8/2021 04:00 PM EST Start Date: 2/18/2021 End Date: 8/17/2021 Client: Department of Transportation Description: This role will work with the Service Desk team to provide project management support of key initiatives, along with triage, tracking, and reporting for daily incidents. The service desk is split into teams to focus on key initiatives, including asset management, training and mentoring, and metric reporting. This role will work with these teams to plan out their initiatives and manage to agreed milestones and timelines. This role will manage other contractors, and help the team ensure that internal customers can effectively use the computer resources provided to them to perform their job functions. This role is expected to be on site in our Boston office full time. Responsibilities • Help triage daily incidents. Track and report on progress. • Create tasks, milestones, and timelines for Service Desk teams, and projects. Track and report on progress against milestones. • Guide creation of onboarding and offboarding processes. • Work with team to create, evaluate and deliver Security quarterly asset review. • Lead project to procure and implement 3rd party tool for Service Now integration. • Determine how to maintain asset inventory in Service Now. • Create plan to identify all assets and enter into ServiceNow. • Create ServiceNow reports to support asset management process • Work with team to create reports on service delivery statistics. Lead analysis of data. Determine shortfalls, create training programs for team to assist in top ticket subjects. • Review aged tickets, work with team to reduce. Understand causes and create processes to reduce. • Review Five9 statistics for Service Delivery. Determine gaps. • Review phone schedules. Recommend changes where needed. Review time on phone, propose process/plan for reducing time on phone. • Identify mentoring opportunities. Assign training plans for contractors. • Manage day to day work for contract staff • Develop and enhance Service Desk documentation/knowledge. • Follow all major outage SOP (standard operating procedures) guidelines for local and system wide outages. • Work on special projects as required. Qualifications • Background in end user technology • Experience working in a Service Desk environment • Experience managing people and projects • Excellent customer service skills. • Ability to logically troubleshoot and resolve complex technology issues. • Strong written and verbal communication skills. • Project management certifications preferred (PMP, CSM, etc.) • ITIL certifications preferred • Experience with ServiceNow is desirable   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 113583 while calling.   Other jobs in MA: Boston (103), Burlington (1), Cambridge (1), Canton (3), Chelsea (9), Franklin (1), Lexington (2), Malden (10), Marlborough (2), Maynard (2), Newton (1), Quincy (6), Sharon (1), Waltham (1), Welesley (1), Wellesley (6), Westborough (1), Westbourough (1), ServiceNow job openings in Boston, MA Jobs List ITS63 FY20 DOT ServiceNow System Developer 001 -SP Create date: 05-Feb-2020 Bid Number: BD-20-1030-0P100-0P110-48242 Note: Online Submission Interview: Initial contact by phone, interview may be in person hourly rate: $85 to $110 Note: RTR form must be submitted. Note: Total number of positions sought: 1 Note: Maximum number of resumes per ITS63 Vendor: 2 Submission Dea.... (This job is for - ServiceNow Jobs in MA Boston Developer - (in Boston, MA)) ITS63 FY19 DOT ServiceNow System Developer 006(Repost-5) -SP Create date: 12-Apr-2019 Bid Number: BD-19-1030-0P100-0P110-38170 Note: RTR form must be submitted. 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