Contract Maintenance Analyst (Everett)

Job Description

• Coordinate delivery and installation of conference room break/fix WOs, and refresh activities, and digital signed through the Change Board process. - Develop and maintain key service processes and deliverables.​

• Manage and support creation, maintenance, and delivery of customer/user documentation. ​

• Support the creation, maintenance, and delivery of the standard process, and continually improve service delivery. ​

• Partner with Business Partners, Executive Computing, Facilities, Managed Service Providers, and Contractors to oversee daily operations of Conferencing Services offerings. ​

• Understand and participate in contracting process, terms, and spend approval that affect the operation of the service (e.g. managed services, deliverables, license entitlements, costs, SLA, accessibility, compliance, etc.).​

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• Ability to manage multiple competing priorities. ​

• Prior customer relations and/or vendor management experience in a leadership capacity.

• Detailed oriented with strong data analytics background.​

• Demonstrated ability to present data to leadership. ​

• Contract Management and Customer Service Experience.​

• Excel experience with pivot tables.​

• Problem solving and requirements interpretation​

• Drive problem resolution for escalated service-related inquiries, and issues, and coordinate root cause analysis for Incident, Problem, and Major Incident Management activities that impact service or service offerings. ​

• Identify opportunities to refine, improve, stabilize, simplify the service via process, technologies, automation, etc. ​

• Site liaison to support logistics and Project Management. Provide site information, coordinate communication, and any other contract specific details or decisions related to Conference Room Technology Refreshes. ​

• Cross-collaboration and support the creation, maintenance, and monitoring of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) for service. ​

• Understand Conferencing services from infrastructure, software and networking components, associated service level agreement offerings and products that make up the service.​ - CMMS Work Order Management/Corrigo/ADO experience.​

• Proven capability to manage and grow relationships with multiple stakeholders at multiple levels of leadership.​

• Familiarity with Conferencing Technologies (e.g. Cisco, WebEx, Crestron, MS Teams, Projection and Displays, DSP's, XIO Cloud, TMS, etc.)​