In response to the COVID-19 crisis, Stevens reached out to mayor of the city of Hoboken, NJ to offer consulting services to local businesses. During the Fall of 2020, a Stevens team worked with this company and was tasked to understand their business model and its existing customer base as well reviewed its service desk ticketing process and the four systems providing feeds into its unified logging system. The team’s goal proposed some initial changes to the service/desk ticket process and attribution and to build key metrics and common benchmarks for service/management across all clients and business services. For the Spring 2021 semester, a Stevens team continued where the Fall team left off. Working with the company, the team gained direct access to these systems to the data feeds coming from them. For this Fall, Fall 201, the Team will further their work under the direct supervision of a company employee and within the regulatory, cybersecurity controls appropriate for the many services that they offers to their customers. The team is expected to:

• Work with the team and the technical resources available for companies affiliated with the four source systems. The team will review and document the existing data available from the feeds and assess whether additional data/information can be extracted from these source systems.
• Develop a more detailed enterprise data model of these source systems and the core service management tool utilized by the company (ConnectWise)
• Provide in-depth database programming skills and experience in ETL (extract, transform, load) functions to ensure the data is in the correct format to be correlated across all feeder systems.
• Propose and confirm key success indicators which should be measured to track the efficiency and effectiveness of company service delivery. The team will also work on ensuring the data will allow the company to benchmark their services across key groups such as municipalities, law firms and architectural/building firms. A consistent set of reporting metrics will assist the company as it grows its business and to better market both the quantitative and qualitative benefits of using company technologies in comparison to its competitors.

Team Qualifications: A team will be composed of individuals, who collectively can provide experience in the following technical areas and advisory backgrounds.  This experience may have been gained through prior educational and work experiences or through courses, internship work or research students have acquired while at Stevens:  

• Database design and development
• Consulting, business process design/ process innovation
• Direct work with 3^rd party software providers
• Extract, transform, load (ETL) coding.
• Web development
• Real-time data streaming and alerting systems.
• Knowledge of Cloud architecture and the use of APIs
• Systems administration experience and/or certifications
• Familiarity with quantitative and statistical concepts
• Strong technical skills in Microsoft Office; data visualization tools
• Strong interpersonal skills and the ability to interact well with all levels of management
• Ability to be a team player able to build productive relationships
• Business writing and presentation skills
• Knowledge of project management