Engagement Management Specialist
Typical Day in Role:
• Provide communication/alerts to the business lines regarding degraded or missed service levels as a part of the problem management escalation process
• Pro-actively communicate any IT issues and upgrades to business lines
• Single point of contact and accountable for all GTEP commitments to support client initiatives
• Work in close collaboration with SI&D solutions engineering and delivery teams
• Partner with the broader GTEP teams to ensure flawless and speedy deliverables to the clients
• Procurement of hardware and software
• Ongoing communication of project status, completing the weekly/monthly Engagement Status Reports and escalating issues to the senior management, as required
• Understanding of Server/VM – determine best solution based on business needs
• Help other business lines navigate and submit ServiceNow requests
Candidate Requirements/Must-Have skills:
1. 10+ years of working experience as a Technical Analyst in the IT field
2. 3+ years of Engagement Management to support business client initiatives
3. 3+ years of experience with Service Now Software Tool to raise & track IT service requests
4. Exposure to various technology platforms e.g. Mid-Range Systems, Host Based Systems, MS
5. Familiar with various hardware platforms e.g. on-prem hardware (VMs) and Public Cloud (GCP preferred)
Soft Skills:
• Excellent written, presentation, and verbal communication skills to be able to work well with technical peers and business stakeholders at different levels within the organization.
• Strong decision making, forward thinking and creative problem-solving skills to anticipate and respond quickly to technological/market influences.
• Ability to work as part of a team, as well as work independently or with minimal direction.
Best vs. Average Candidate:
• Strong communication and client interaction skills
• Ability to adapt and learn quickly
• Pro-active and ability to plan ahead
Education:
• Post-secondary degree in a technical field such as computer science, computer engineering or related IT field required