Senior Program Manager, Practitioner Technology Management
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- Oct 07, 2019 Post Date
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- 191KM Requisition #
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ABOUT THE PROJECT
FTI Consulting’s Information Technology Group is seeking a Program Manager to define, develop and lead the firm’s laptop management and provisioning program.
PRIMARY DUTIES
- Identify and prioritize major pain points and inefficiencies impacting the firm’s ability to procure and provision practitioner laptops.
- Engage internal and external stakeholders to define requirements, develop strategies to mitigate constraints and improve two-way communication.
- Identify process and technology enhancements required to facilitate improvements.
- Create “standard IT equipment” list by segment / sub-practice.
- Establish asset management solution for laptops in ServiceNow.
- Document roles, responsibilities and timelines in RACI models and swim-lane diagrams.
- Develop and present the business case for program improvements.
- Define, communicate and monitor the policies governing the program.
- Recruit, onboard and coach deployment engineers responsible for the daily execution of the program.
- Develop and implement procedures to provision and distribute laptops, chargeback business segments and replenish inventories.
- Establish quality assurance procedures to track program accuracy, effectiveness and customer satisfaction.
- Implement improvement initiatives to increase program effectiveness.
- Facilitate weekly status meetings with team and distribute meeting notes.
- Create and distribute weekly, monthly and quarterly program management reports.
- Engage internal and external stakeholders on a quarterly basis to ensure continued support and identify new opportunities.
- Develop, obtain approval and maintain annual budgets.
- Keep abreast of emerging technologies that may impact the program.
- Identify and escalate issues to senior management, as needed.
BEHAVIORAL AND INTERPERSONAL• Ability to develop, maintain and enhance an IT program for a global professional services organization• Excellent communication (written & verbal), planning, organization, budgeting and administrative skills• Extensive knowledge of the Microsoft Office Suite of applications (Excel, Word, PowerPoint, Access, Outlook)• Ability to develop, follow and enhance Policies, Standard Operating Procedures and Checklists• Familiarity imaging Windows computers utilizing Windows Deployment Services, deploying software via Ivanti (formerly LANDesk) and patching computers via Windows Server Update Services (WSUS)• Experience procuring and supporting Lenovo laptops and desktops• Experience with Windows Server technologies including Active Directory, Group Policy and Office 365• Experience with the ServiceNow IT Management Suite• Ability to work under tight deadlines and stressful situations• Superior customer service skills
EDUCATION/EXPERIENCE REQUIREMENTS• Positive Attitude• Self-Motivated• Organized• Team Work• Adaptable to changing priorities
ADDITIONAL DUTIES• 4-year Business, Management Information Systems or Computer Science college degree required• Project Management Professional (PMP) and\or Program Management Professional (PgMP) certification preferred• Microsoft 365 Certified: Modern Desktop Administrator Associate or Expert certification desired
FTI Consulting is an Equal Opportunity Employer• Travel required (5-15%).• As developed and coordinated upon request by supervisor.• Provide on-call support via cell phone for after-hours communication/support.• Ability to work additional hours as required.• Physical labor, which may include moving equipment up to 10kg (22lbs) and flexibility to crawl underneath desks or tables to access network jacks and electric receptacles.
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