NOC Engineer with State Client in Philadelphia PA

Work activities: Evaluate the current state of OIT's ITCC processes Develop an action plan to address known process deficiencies Configure/design workflow templates to facilitate incident handling Monitor the incident queue to ensure tickets are being addressed Train technicians on processes and procedures Create communication and training plans to enable smooth implementation of new processes Skills/experience of the assigned staff: Required Strong facilitation, teamwork, influencing and interpersonal skills Excellent written and oral communications skills Ability to train users in the process and coach people in best practice Customer focused, passionate about the customer experience Familiarity with ITIL Incident Management IT Operations or Technical Support experience Highly Desired/Preferred IT Service Management experience Strong knowledge of ITIL processes, with experience working with Change Management, Incident Management and Problem Management Broad experience of IT infrastructure and applications Experience working with SysAid (ticketing system)