Job Title

Position: IT End User Enhancement SpecialistLocation: Las Vegas, NVJob Description:IT End User Enhancement Projects and DeliveryAssist in the delivery of IT end user enhancement projects to improve user experience and operational efficiency.Coordinate project activities to ensure timely delivery, adhering to established timelines and constraints.Process & Procedure DevelopmentAid in driving improvements in Helpdesk (HD) and Desktop Support processes to enhance service delivery.Assist in developing and documenting control processes for existing andor new systems.Hardware RefreshSupport the management of hardware refresh initiatives, ensuring minimal disruption to end users.Coordinate with vendors and internal teams to ensure smooth implementation.Control Process Development or ChangeHelp develop or modify control processes to improve efficiency and compliance.Ensure processes are documented, communicated, and followed consistently.Vendor and Performance MetricsAssist in developing metrics to measure vendor behaviors, performance, and drive changes.Analyze vendor performance data to identify areas for improvement.Training Development and ExecutionSupport the design and implementation of training programs for IT support staff and end users.Ensure training materials are up-to-date and relevant.System Verification (Testing)Assist in system verification and testing to ensure new implementations meet requirements.Identify and resolve issues during the testing phase.Operational Transition SupportProvide support during the transition of new systems or processes into operational use.Ensure a smooth handover and minimal disruption to services.Desktop Support HD Knowledge Management and DocumentationMaintain and improve knowledge management systems for desktop support and helpdesk.Ensure documentation is accurate, up-to-date, and easily accessible.SNOW Process Inspections and Ticket AuditsConduct regular inspections of ServiceNow (SNOW) processes to ensure compliance.Perform ticket audits to ensure quality and adherence to processes.Audit AssistanceAssist with internal and external audits related to IT processes and procedures.Provide necessary documentation and support during audit activities.Call Quality Measurement and AnalysisMeasure and analyze call quality for call center agents.Develop strategies to improve call quality and customer satisfaction.Call Center Agent and Call Center MetricsTrack and report on call center agent performance and overall metrics.Identify trends and provide recommendations for improvement.Survey EvaluationAnalyze survey data to gauge end user satisfaction and identify areas for improvement.Implement changes based on survey feedback to enhance user experience.RegardsPatrick FernandezTalent Acquisition Group - Strategic Recruitment Manager