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Job Summary
Position is responsible for planning and overseeing enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, assist in planning service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.
Requires knowledge and experience in own discipline. Analyzes possible solutions using standard procedures. Receives a moderate level of guidance and direction. Builds collaborative working relationships internally and externally. Attendance and schedule adherence are requirements of this position.
Job Responsibilities
Build and maintain relationships between Clients and StefaniniLead or assist with due diligence phase of launchesAssist in IT Technology projects where appropriateCoordinate daily, incident management process, focusing on tickets (requests, incidents and change orders) assigned at the Stefanini Service Desk, Deskside and 2nd Level Support GroupsCommunicate to an identified Client functional escalation point for a service request or incident when required (e.g., aging, bouncing tickets)Recommend and implement changes to operational processes and practices. Understanding of Change Management and its role in overall support operationsBrief the Service Desk and Deskside teams on changes or deployments Track, analyze and report metrics as requiredResearch best practices to be utilized by projectDetermine the individuals and resources necessary for task accomplishmentMay lead or coordinate tasks of other team members to attain goalsMay be a focal point for quality issues or other concerns from the clientReport issues and concerns to operational or account management as appropriateUnderstanding of developing process using key ITIL best practicesAct as the Knowledge Manager to maintain, create, and edit technology documentationUnderstanding of ERP systems (SAP) as it pertains to order managementAbility to work with support teams to action opportunities to improve overall support initiativesReview and respond to negative surveysReview and root cause quality defectsDetect any indicators of an outage/high priority/major incident ticketsFundamental understanding of how to grow the support business, via using reporting and data to identify shift-left opportunitiesAssist with identifying Shift Left opportunities and will supply this information to Client & Stefanini leadershipProvide Review summary data to Stefanini and Client leadership as neededTake day to day direction from a Client designated resource
Qualifications & Job Skills
Bachelor's degree or equivalent work experience preferred. Typically requires a minimum of 2 years of related experience.
Effective communication skills.Excellent organization skills.Exceptional customer service skills.Knowledgeable in project launches.Knowledge of department's business operations.Proven ability to remain flexible in a changing environment.Attendance and schedule adherence are requirements of this position.May require additional project-specific training.Knows and applies fundamental concepts, practices and procedures of particular field of specialization.May develop advanced skills using tools and equipment appropriate for the position or specialization.Using established procedures and working under immediate supervision, performs assigned tasks.Work is routine and instructions are usually detailed.Resolves routine questions and problems, and refers more complex issues to higher levels.
