Global Operations Support Lead

5 - 7 years experience  • 

Salary depends on experience
Posted on 02/23/18
Sunnyvale, CA
5 - 7 years experience
Salary depends on experience
Posted on 02/23/18

Provides support and triage for system, process, install and technical issues, participating in cross-functional teams to develop appropriate recommendations and implement changes. Develops technical specifications and standards, as well as training materials, and conducts training and user testing.

Responsibilities

Technical Support

  • Provides tier 1 support and triage for IBX system, process, install and technical issues, including reviewing escalations, identifying problems, determining type of issue and triaging to other teams (e.g., whether to resolve within IBX or send to supervisor or global team)

Process Support/Optimization

  • Participates in cross-functional teams to review business and/or technical processes within the IBX, refine or make suggestions for continuous improvement and support implementation of changes

Systems Support

  • Identifies systems issues (e.g. business system bugs on functionalities, buttons, training gap), making recommendations for and managing the implementation of solutions


Data Support/Analysis

  • Audits data and issues within the IBX (e.g., local practices/operations against system requirements/Global Charter), creating custom reporting to further understand and analyze the issue, and recommends corrective actions/resolutions; assesses validity and integrity of data being used

Documentation

  • Authors documentation (can be technical & non-technical) (e.g., technical specifications and standards, SOPs, articles, reports and user manuals) and serves as content owner for standard operating procedures and SME for Global Process Library

Training

  • Develops training materials and trains others on process support (e.g. IBX Fulfillment, Shipment, service delivery)

UAT

  • Assists in facilitation of user acceptance testing (UAT) for deploying system and process enhancements to production (e.g. Siebel releases, UI/functional testing)

Team Leadership

  • Mentors junior team members

Project Management

  • Plans, coordinates and monitors projects from start to completion (e.g., sets deadlines, assigns responsibilities, monitors and summarizes progress of project, conducts meetings)


Qualifications

  • 5+ years experience
  • Bachelors

JR-105693

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