Global Service Desk Operations Officer Job in Chicago 60601, Illinois US
With more than 65 years of experience, Hewitt Associates (NYSE: HEW) is the world's foremost provider of human resources outsourcing and consulting services. The company consults with more than 2,300 organizations and administers human resources, health care, payroll and retirement programs on behalf of more than 340 companies to millions of employees and retirees worldwide. Located in 33 countries, Hewitt employs approximately 24,000 associates
Global Service Desk Operations Officer
Position Location: Lincolnshire IL
Aon Hewitt Requisition #032673
BUSINESS PROFILE
Aon Hewitt is the global leader in human capital consulting and outsourcing solutions. The company partners with organizations to solve their most complex benefits, talent and related financial challenges, and improve business performance. Aon Hewitt designs, implements, communicates and administers a wide range of human capital, retirement, investment management, health care, compensation and talent management strategies. With more than 29,000 professionals in 90 countries, Aon Hewitt makes the world a better place to work for clients and their employees. For more information on Aon Hewitt, please visit www.aonhewitt.com
POSITION PROFILE
The Global Service Desk Operations Officer will work as part of the Global Service Desk operations team to ensure the delivery of quality services for Aon's business partners and customers. The officer will be involved in all operational activities pertaining to the service desk environment and will provide operational oversight for associated helpdesk vendors. The officer will serve as the primary point of contact for related service desk activities and topics.
- Monitor and mitigate major Global Service Desk operational issues incidents in the Aon environment.
- Define and enforce Global Service Desk processes and best practices.
- Work with senior management and business partners to influence action and ensure Global Service desk operational excellence.
- Serve as a key contact liaison to technology business partners regarding service desk operations.
- Monitor and process operational inquiries/activities in the Technology Support Mailbox.
- Attend Global Service Desk review meetings, TSS (Technology Solutions and Services) operations meetings, as well as location support meetings. Participate in meetings requested by business partners. Maintain and disseminate operational meeting agendas and minutes.
- Participate in technology change management processes.
- Investigate and process vendor service desk issues.
- As new customers, products and services go live, ensure service desk preparedness.
- Involvement in service desk vendor requests and tasks.
- Oversee Global Service Desk disaster recovery activities.
- Collaborate with the Global Services Management Team on various operational activities.
- Serve as Lotus Notes Technology Support Mailbox database administrator.
- Drive continuous process improvement activities for Global Service Desk Operations.
- Operational oversight over the Remedy system processes and procedures.
- Monitor and report on formal SLA metrics for the Global Service Desk operations and vendors.
- Daily review of Service Desk IVR messages for accuracy, timeliness and quality.
- Test service desk technology, processes and procedures.
- Work with service desk vendors to ensure services are being delivered effectively and per expectations.
- Hold vendors responsible for deliverables and agreed upon commitments.
- Develop a deep understanding of Aon's technology support process, applications and infrastructure.
- Periodic 24/7 on-call responsibilities.
- Ensure Global Service Desk Operations team documentation is accurate and current.
- Promote adoption and use of formal knowledge management processes within the Global Service Desk Operations group.
- Process knowledge management activities within the Remedy knowledge toolset.
- Ensure effectiveness of knowledge management programs by actively working with the Knowledge and Communications Officer.
QUALIFICATIONS
- BA or work experience equivalent
- Experience in large, complex projects involving technology and business process change
- ITIL Certification a plus (The Information Technology Infrastructure Library (ITIL), is a set of best practices for IT service management (ITSM) that focuses on aligning IT services with the needs of
business.)
- Minimum of 3 years experience in a technology call center environment.
- Experience working with multi-technology components, multi-platform environments and security.
- Proficient in data analysis.
- Requires a deep understanding of service desk / help desk operations and the relationships between the service desk and other departments and external clients.
- Ability to build and maintain constructive working relationships with peers, management and colleagues.
- Ability to work with operations team to develop and/or improve procedures
- Utilize knowledge base, networks, practices and other resources to synthesize responses to queries.
- Excellent verbal and written communication skills with the ability to adapt to culturally diverse audiences.
- Proven ability to write concise reports and deliver effective oral and written presentations.
- Strong organizational problem solving skills with the ability to investigate transactional issues.
- Proficient in Microsoft Office products.
- Strong knowledge and proficiency in the use of PC based desktop applications.
- Proficient in data analysis.
- Ability to achieve results through others to meet project deliverables.
- Strong attention to detail and accuracy.
- Proven negotiating and decision making skills.
- Solid project management / multitasking skills.
- Willingness to work an extended schedule periodically to meet business requirements deadlines.
CONDITIONS OF EMPLOYMENT
All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon Hewitt, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon Hewitt's employment policies. You will be notified during the hiring process which checks are required by the position.
Aon Hewitt is an Equal Opportunity Employer Committed to Diversity, M/F/D/V