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The Role:
• Works with RDE and GSO to monitor & respond to relevant Teams, Channels and Planner
• Attends all Support Service Meetings
• assists with the communication of Service strategy (Upcoming rollouts, outgoing services, changes, roll backs, etc.) in the RDE's absence
• communicate updates / changes
• Develop and enhance current Tool’s.
• ensure proper documentation exists and is maintained
• promote usage of our tools and operational software suites
• presents in open doors call and operational calls on demand
• Execution of service strategy (upcoming rollouts, outgoing services, changes, roll backs, etc.) & updates.
• Collecting field feedback through data validation/mining to report to central teams.
• holistic understanding of CS environment
• understands the requirements of our end users, gathers feedback from the regions and assists RDE with escalation management where needed.
• knowledge of entire service / product
• contributes to the creation and maintenance of KBA's (in HSCM)
• OSM document understanding
Role Requirements:
• knows and applies relevant IT principles (incl. Data services and IT security principles)
• strong communication skills, intercultural sensitivity and innovative thinking
• in depth knowledge of service and its products
• Agile frameworks
• Project management fundamentals
• HCSM fundamentals
Qualifications:
· At least 3 years of relevant experience in the 2nd level IT support role, technical customer support or technical implementation roles.
· Strong understanding of Process Automation and Development tools.
· Strong project management skills and understating of agile methodologies.
· Proven ability to work independently and collaboratively to lead and drive successful implementation/ adoption of IT services.
· Technical leadership experience including excellent customer focus and communication skills.
· Access to relevant training, conferences, and resources to stay up to date with industry trends and advancements
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