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Information Technology Service Management Consultant

Company: Epitec
Location: Ann Arbor
Posted on: March 26, 2020

Job Description:

Deliverables? Ongoing training approach and strategy for all ITS staff on IT Service ManagementProcess? Training Materials and Documentation (classroom materials, preparation tools,presentation) that could include a variety of learning formats including classroomtraining, e-learning, or video. Format of training delivery to be determined by thestrategy? Frequently Asked Questions (FAQ) identification and content creation? Recommended process or strategy for maintenance and updates to ongoing trainingapproach, materials, and documentation.? Transition plan and overview for in-house training specialist who will handle this traininglong-termScope of duties1. Create an approach and strategy (Who, What, Where, Why, How) for ongoing newemployee training and ongoing refresh of training for all ITS staff (757 active regularemployees) using videos, in-person, or other best practice methods covering thefollowing areas:a. IT Service Management Process (Service Request, Incident, Knowledge,Problem, Change and Asset Management)b. TeamDynamix Tool use to support the above processes2. Develop training materials (shelfware) that may include videos, eLearning, website,documentation to support #1. Partner with ITS process owners for input and expertise.Leverage project and TeamDynamix vendor delivered training materials whereapplicable. Training materials for the TeamDynamix Tool use should be segmented toallow for consumption by Campus customers and ITS staff using TeamDynamix.

Keywords: Epitec, Ann Arbor , Information Technology Service Management Consultant, Professions , Ann Arbor, Michigan

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