End User Support Consultant Job at CNA Insurance
You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
An individual contributor role within the Workplace services area that focuses on overseeing services including the Service desk, On Site support, L2/L3 support teams. This position works primarily through external partner MSP(s) to ensure the efficient operation of these services and deals with escalations and day to day ticket issues. The candidate will be responsible for the creation and communication of clear expectations and scope requirements that are provided to partner MSP(s) and CNA teams and that outcomes are achieved on schedule, within budget and with high quality. They will also act as a point of contact for these support services for CNA internally, incuding the definition of business goals and measurements with the partner MSP(s), building and maintaining strong relationships and measuring / monitoring partner MSP(s) performance to drive continuous improvement.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
- Serves as a consultant and subject matter expert (SME) working with partner MSPs in specific areas including (but not limited to) Service desk operations (ServiceNow); On Site support teams, Depot services (hardware distribution, inventory, device setup, break/fix), Printer management services and telecom expense management. Additionally, apply expertise in technical and consulting knowledge in these areas to advise internal clients on to support changing business requirements.
- Serves as a conduit between partner MSPs and internal stakeholders to ensure business goals and consistent, continuously improved results are delivered, working within the framework of the partner MSP contracts to define outcomes, SLA’s and proper, unambiguous measurements for on-going infrastructure operations and projects that properly incentivize both CNA internal resources and the vendors to perform in CNA’s best interest.
- Delivers results, creating value for the CNA brand, customers, and key internal stakeholders by ensuring reliable, cost effective and optimized business solutions.
- Participates in the measurement and monitoring of partner MSPs performance and reviews outcomes to determine how to change them to continuously drive better results at lower costs and to co-develop capabilities with partner MSPs for the purposes of reducing costs, improving processes and innovating services in the assigned Workplace Services area.
- Participates in troubleshooting performance and works cross-functionally with internal stakeholders at all levels and with service providers to develop, recommend and/or employ effective solutions.
- Participates, proactively or as required, in collaborative efforts with other Infrastructure team members working with partner MSPs during major issues (P1) and day-to-day escalations.
- Actively participates in the creation of established standards and controls and works to ensure others (CNA and partner MSP personnel) comply with these same standards and controls.
- Renews and increases professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional societies, etc.
May perform additional duties as assigned.
Reporting Relationship
Typically reports to Director or above.
Skills, Knowledge & Abilities
Education & Experience
- Solid knowledge of and hands on experience with various technologies relevant to Workplace services including experience in Microsoft Windows, Office 365, ServiceNow as well as knowledge of other technology processes concepts such as ITIL and ITSM
- Strong ability to both manage and effectively interact and communicate (written and verbal) with all levels of external partner MSPs and/or internal business partners
- Proven support experience to at L3 in a service desk or other support capability (e.g. support engineer, service desk manager or similar)
- Prior experience driving external partner MSPs to goals including setting priorities, providing clear direction and following up to confirm issue resolutions
- Acts with a sense of urgency and accountability while achieving quality results and identifying and resolving problems and issues within the scope of responsibility.
- Detail-orientation with proven analytical and problem-solving skills, and the ability to effectively plan and support multiple projects and project teams.
- Capability to analyze data, develop concise reports and conclusions and present findings to various groups
- Experience managing telecom expense, print services and facilities management are desirable
- Bachelor’s Degree in Computer Science, Information Technology, or related work experience preferred
- Typically, a minimum of ten years in Information Technology experience in Infrastructure Support Operations, Microsoft technologies consulting or Workplace services, — preferably in a financial industry.
- Experience in a business-facing Technology role or similar experience providing customer service for a Technology service.
- Hands on experience working with IT vendors and/or Managed Service Providers.
- Willingness and ability to lead and provide mentorship to other Infrastructure vendor managers or teams.
- Service Operations and vendor management certifications preferred.
- Applicable certifications (for assigned IT area) is also preferred.
#LI-MF1 #LI-Remote
CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact
leaveadministration@cna.com
.
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