Job Description Summary

Responsible for supporting and maintaining multiple user and customer-facing applications and related data processing platforms and services.
Ensures the user-facing business applications are consistently available and are highly performant meeting customer needs.

Job Description

Roles and Responsibilities

In this role, you will:
Execute day to day application maintenance, processing and user support
Responsible for responding/delegating support cases from application customers
Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
Drive customer communication during critical events and lead retrospective meetings
Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
Drive root cause investigation implementing any learnings or improvement opportunities
Drive projects that improve customer experience, application process or performance with minimal guidance
Assist & own the preparation of end user support documentation and knowledge
Proactively plan for upcoming changes
Provide mentorship and guidance to team members
Inform and train all support teams on new/changed processes/services and drive operational process rigor
Collaborate with cross functional stakeholders
Ensure support team readiness and availability
Investigate the possibilities of automation for self-service of end user support
Manage and lead the enhanced service collaboration vendor & other in-house support tech team
Partner with product service owners on new service introductions, change, and transition to operations
Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors

Minimum Qualifications

Bachelor’s degree from accredited university or college with minimum of 2 years of professional experience OR Associates degree with minimum of 5 years of professional experience OR High School Diploma with minimum of 7 years of professional experience

Note: Military experience is equivalent to professional experience

Eligibility Requirement:

-Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job.

Desired Characteristics Technical Expertise:

Experience with the product
Understand concepts of setting and driving technical direction
Familiar with elements of gathering functional requirements
Understand technical standards & concepts to apply to project work
Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities

Business Acumen:
Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics

Leadership:
Coach and mentor team members.
Familiar with concepts of costing hardware and software components. Works to assure work is on-time and within budget
Deliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefits
Participate in change initiatives by implementing new directions and providing appropriate information and feedback

Personal Attributes:
High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customers
Change oriented –actively generates process improvements; champions and drives change initiatives; confronts
Ability to work with global teams, act independently and as part of a team
Apply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice
Open-mindedly to new perspectives or ideas. Consider different or unusual solutions when appropriate
Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives
Strong analytical and strong problem solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve

 

Note
To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

This Job Description is intended to provide a high level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.

This role requires access to U.S. export-controlled information. Therefore, employment will be contingent upon the ability to prove that you meet the status of a U.S. Person as one of the following: U.S. lawful permanent resident, U.S. Citizen, have been granted asylee or refugee status (i.e., a protected individual under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)).

Additional Information