Position: Workflow Management Systems SME
Location: Pontiac, MI

Details:
JOB : 8575
JOB TITLE: Workflow Management Systems SME
LOCATION: Pontiac, MI
LENGTH: 1 Year
Hours: Monday - Friday 8am-5pm Chance of OT - Flexibility Required
Pay Rate: $34.50/hr

Our client, a global leader in the development and manufacture of
information technology and services needs to fill an openings for a
Workflow Management Systems SME.

JOB DESCRIPTION - RESPONSIBILITIES:
Workflow Management Systems SME
SOM-Service Catalog Engineer / SME
- Member of Service Management team, responsible for on-boarding new
customers and migrating customers from the legacy workflow tools to HP
ESM SRA tools - HP Service Manager.
- Provide development engineering within the HP Service Manager
custom environments within the region
- Understand and validate customer workflow needs and ensure the
standard solution company can meet the needs of the customer
- Provide coordination, leadership, and technical expertise as
needed on programs, processes, or projects affecting metrics and
Services
- Understand and utilize project management skills as outlined in
the PMBOK (PM Body of Knowledge) and company project management
standards
- Deal effectively with a diverse group of people in a project team
and pressure situations due to project deadlines
- Consult on HP Service Manager technology solutions with customers
and IT stakeholders
- Maintain relationships with managers, IT organizations, and
business partners
- Be a self starter and driven to complete assigned tasks
- Lead on certain projects/programs a global and virtual team
- Implement on time and budget the workflow solution for customers
as agreed to in the SOW
- Participate as an engineer/SME in deal pursuit to ensure the
solution is done correctly and appropriate timelines/resources have been
allocated for the transition and transformation activity
- Support organizational quality management standards and
participate as necessary in quality audits

REQUIRED SKILLS - EXPERIENCE:
- Minimum of 2 years of experience working with ITIL based
workflow applications is required.
- Requires working knowledge 5+ years experience with Workflow
Management Systems- HP Service Desk, HP Service Center, HP Service
Manager, etc
- Candidates need to have experience with any one of the following
call tracking systems:
1. AdventNet / ServiceDesk Plus
2. Altiris Helpdesk Solution
3. Amdocs / Clarify
4. Auscomp
5. Autotask
6. Axious Systems / assyst
7. BMC Solutions purchased Remedy and Magic Solutions
8. CA
9. Genticity / Customer1
10. Entellium eCustomerCenter
11. EnterpriseWizard, Inc.
12. Epicor / Clientele
13. FrontRange Solutions / Heat
14. GWI / c.Support Service Desk Edition
15. HELP!Desk
16. HelpStream (free or low cost)
17. HP / Peregrine
18. Infra Corporation / infraEnterprise
19. Kemma Software / BridgeTrak
20. Marval Service Management / MSM Service Desk
21. Numara Software owns Track-It and FootPrints
22. Oracle which includes systems from Vantive and Siebel
23. Parature
24. PhaseWare Inc.
25. Platinum Technology / Support Centre
26. PS’SOFT
27. Serio Service Desk Software
28. Soffront
29. SumTotal Systems / DKSystems - DKHelpDesk
30. Target Helpdesk
31. TechExcel
32. TouchPaper
33. Trident Software / InfoTrak Help Desk (free to low cost)
34. Trouble Ticket Express (free)
35. Service-now.com (SaaS solution - includes ITIL compliancy)
- Hands-on experience with HP Service Center or HP Service Manager or
similar workflow tool
Solid knowledge of the practical application of ITIL/ITSM processes and
functions
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Request Fulfillment
- Service Desk
- Service Level Management
Experience integrating workflow tools with other enterprise management
tools
- Asset management
- Reporting solutions
- Event Management
- Notification tools
- ConnectIT 3.x or 4.x
Working knowledge of infrastructure components
- Wintel servers and OS
- UNIX / Linux servers and OS
- Networking - LAN & WAN
- Firewalls and load balancers
- DB Technologies: SQL & Oracle
Application languages
- RAD
- Java and Javascript
- Perl
Microsoft applications
- Word
- Excel
- Outlook
- PowerPoint
- ITIL v2 or v3 foundations certification or equivalent knowledge
- Experience in performance benchmarking
- Excellent troubleshooting skills
- Willingness to learn and adapt to new technologies and domains
- Able to work independently and with a team.
- Excellent written and spoken English skills
- Strong leadership skills including the ability to host virtual
workshops
- Working day within the EST time zone (plus or minus 3 hours)
- Ability to work individually as well as within a team
- Promote an effective teamwork environment
- Time management skills
- Strong organizational skills including the ability to multi-task
between several projects
- Demonstrates ethical behavior in day to day activities

COMPENSATION:
- Medical, Dental, Vision, AD&D, Term Life, Short Term Disability
- Paid Holidays
- Direct Deposit
- Weekly Payroll

CONTACT:
Please submit your resume to recruiter AT atppersonnel DOT com
and include a statement detailing how your experience matches the specific areas of expertise required for this job.