Responsible for requirements gathering, break/fix analysis, problem resolution research, queue monitoring, root cause analysis, site communication planning, content development for incident knowledge base, training materials, and coordination of support services, request management and change management.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Direct and perform the gathering and documenting of functional and technical requirements, as well as consulting with the user community to turn those requirements into an appropriate Investment Proposal, and potentially its associated CER.
•Organize break/fix analysis for individual and recurring support issues. Document findings and work with appropriate resources to find and deliver cost effective and timely solutions.
•Oversee and perform queue monitoring in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Define and report status of queue KPIs and guide the creation of solutions to improve results.
•Guide teams to execute root cause analysis of complex incidents or recurring problems affecting multiple sites. Direct assigned staff to develop solutions to those problems, document in the problem resolution knowledge database, and develop training materials to resolve ongoing issues or improve knowledge.
•Initiate the development of new processes and procedures to improve existing services, or to assist in deploying new support services.
•Coordinate and provide the training and communications materials for new and enhanced services. Implement training for large scale service rollouts.
•Run and document status of change management for site services.
•Oversee large size to multiple medium sized teams of individuals assign to root cause analysis of incidents and service problems. Provide status using standard SDLC tools.
•Negotiate and deliver results of service SLAs and resultant KPIs.
•Ensure work is compliant with applicable guidelines and regulations (e.g. SOP, GLP, SMP, SOX, etc.)
•Perform all other related duties as assigned.Qualifications
•Education: Bachelor’s degree (B.A./B.S.) or equivalent in computer science or related discipline.
•Experience: Minimum of 5 years related experience in IT.
•An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
•Other: Requires good organizational, communication and interpersonal skills and must be fully competent in IT functional area.
Equal Employment Opportunity
Charles River Laboratories, Inc. is an Equal Opportunity Employer M/F/Disabled/Vet