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In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.
We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.
It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation.
ACS has the following position open for a Change Management Specialist.
Duties:
Transition/migration of new clients and/or services from Change Management perspective.
Design Change Management client specific processes, standardized procedures, work instructions, etc
Develop internal client specific ServiceCenter solutions.
Developing communication and work instruction procedures/documents.
Travel to client sites to aid with the migration/transition;
Assisting in constructing Change Management related reports
Developing service delivery concepts, practices and procedures for Account teams, per client.
Serving as Subject Matter Expert (SME) for ServiceCenter.
Working with ACS IT support groups to communicate new client expectations/requirements.
Work with PMO and TMO department
Reviewing client specific contracts/agreements to interpret cost, statement of work, and solution expectations.
Knowledgeable about inter-relationships between organizations; Understands the culture of ACS
Will work to develop Change Management Transition Process and Procedures.The management of the persons that execute those areas need to be engaged
Interpreting SLA documentation
RCA documentation
ServiceCenter Record(s)
Credit/Debit Memos
Contract Information
Credit calculations
Statistical information/MPR’s, call stats, etc
Provide Explanation of the Accrual reversal
Provide Explanation of why the monies are being Accrued for potential penalties; what are the potential penalties
Provide Explanation of the earn-back/true-up and details of the original SLA breach
Format and update around 25 documents on monthly basis
Required Skills:
SME in regard to Change Management and how it fits in within ACS culture
Some IT/Data processing experience; infrastructure platforms, troubleshooting, (Something)
ITIL literate and understand how the frame work fits with ACS ITO culture.
Knowledge of how organizations work and the inter-relationships of the various functions/components
Current knowledge of technical developments related to the various Infrastructure environments
Comprehensive knowledge of ServiceCenter and iStar functionality.
Proficient in Excel
Responsible for Corporate ITO SLA (Service Level Agreement) Financial reporting; Research, validation and coordination with Account Team for prevention of specific SLA breaches.
Mathematic Concepts
IT Experience
ServiceCenter functionality
Understanding on how to interpret ITO related documentation
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.
Experience: same as above
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