Project Overview: Client is undertaking a significant project to refresh approximately 3000 Dell systems for their end users. The goal is to physically replace every computer by the end of 2025. We are seeking experienced Project Managers (PMs) to support this program.
Objective
Provide support for CME Project execution
In scope:
Understand project rollout plan and familiarize the work scope and support activities
Liaise with Project Teams/Product/Capability Teams to ensure all support issues (Inclusive of Infrastructure, Applications and Processes) are being addressed timely and documented
Join project regular meetings and provide updates/reports on support activities
Job Description
Application Readiness
Assist application custodians (owners, architects, SMEs) using various tools and dashboard from ServiceNow, Splunk, Power BI with application readiness and CME entitlement processes/functionality
Support Activities
Facilitate proper management of CME Issues
Monitor CME Support Queue and liaise with Product/Capability Teams to identify responsible teams for issues resolution
Manage problematic tickets (aging, orphaned, complex, escalated), which requires working with different Product/Capability Teams
Identity trending issues and potential outages
Collaborate with Change Management and Product/Capability Teams on identified issues/outage communications
Join weekly regional calls to support the issue track lead and connect CX with the project.
Manage exception requests
Work with respective Product/Capability teams to ensure timely resolution for reported exceptions
Manage GME harvesting
Work with respective Product Team to ensure proper processes are in place to enable timely harvesting of GME devices
Generate reporting for application readiness and support activities (issues, exception, harvesting)
Deployment Coordination
Planning site roll outs with sites
Facilitating meetings for site roll outs
Addressing challenges as they arise with appropriate escalations
Work with Smartsheets and other planning tools to prepare sites and ensure data accuracy