OMG Technologies

Compensation

Full Description

IT Service Management/Operations Lead w/Strong ServiceNow w/ChatGPT - Remote We are looking to hire a candidate with the skills sets mentioned and experience for one of our clients within the pharmaceutical Industry. This is a Remote Role. Overview: The Operations Lead will provide strategic oversight and operational leadership for the ChatGPT Enterprise (CGPTE) support team, ensuring seamless service delivery during the enterprise rollout. This role combines hands-on technical support capabilities with operational management responsibilities to drive service excellence and continuous improvement. Responsibilities: • Operational Leadership & Oversight • Provide end-to-end oversight of Tier 1 support operations, ensuring adherence to established SLAs and maintaining high-quality ticket handling standards. • Monitor and analyze incident trends, identifying recurring issues and root causes to drive preventive measures. • Lead knowledge base management initiatives, ensuring documentation is current, comprehensive, and accessible. • Define, implement, and continuously refine support processes and procedures. • Incident & Crisis Management • Serve as incident commander during major incidents, coordinating cross-functional response efforts. • Establish and maintain incident response protocols and escalation procedures. • Ensure proper communication during incidents to stakeholders and end-users. • Conduct post-incident reviews and drive implementation of corrective actions. • Performance Management & Analytics • Define, track, and report on key performance indicators including MTTR, resolution rates, first-call resolution, and backlog health. • Develop comprehensive dashboards and report mechanisms for leadership visibility. • Analyze performance data to identify improvement opportunities and resource needs. • Establish benchmarks and targets for team performance metrics. • Technical Support • Act as initial Tier 2 support for complex technical issues escalated from Tier 1. • Provide advanced troubleshooting for ChatGPT Enterprise integration and functionality issues. • Collaborate with vendor support teams and internal platform teams on complex resolutions. • Maintain deep technical knowledge of ChatGPT Enterprise features and capabilities. • Continuous Improvement • Drive process improvements to enhance efficiency, user satisfaction, and operational resilience. • Implement automation opportunities to reduce manual effort and improve consistency. • Establish feedback loops between support team and development/platform teams. • Lead change management initiatives related to support processes and tools. Required Skills/Qualifications/Education: • 4 6 years of experience in IT service management or technical support leadership roles. • 2+ years of experience with ServiceNow platform administration and workflow management. • Proven experience in incident management and crisis response leadership. • Experience supporting enterprise software rollouts and user adoption initiatives. • Advanced proficiency in ServiceNow (administration, reporting, workflow design). • Strong understanding of ITIL framework and service management best practices. • Experience with AI/ML tools and enterprise software platforms preferred. • Proficiency in data analysis tools and dashboard creation. • Understanding of API integrations and enterprise authentication systems. • Demonstrated leadership experience managing technical support teams. • Excellent written and verbal communication skills with ability to present to executive leadership. • Strong analytical and problem-solving capabilities. • Experience with change management and process improvement methodologies. • ITIL certification is highly preferred. • ServiceNow certification (CSA, CAD) highly preferred. • Bachelor's degree in Information Technology, Computer Science, or related field. Other Job Details: • Location: Remote • Duration: 6+ months with high possibility of extension. • Pay Rate: Open to market rates based on experience. • Docs required: ID proof will be required.