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Project Manager Midrange

Eingestellt von Synectics

Gesuchte Skills: Support, Sales

Projektbeschreibung

CASE MANAGEMENT

- Manages day to day cases with strong sense of urgency, meeting SLAs and OLAs.
- Responsible for driving L2 and L3 cases to closure meeting "case to closure" and "customer satisfaction" deliverables.
- Uses experience in customer service and/or client support to effectively communicate to the field with professional courtesy and respect.
- Subject matter expert on the case management system and provides training to new L3's or L2's.

HELP DESK ANALYSIS, PROBLEM SOLVING AND RESOLUTION

- Analyze cases, identify trends or issues and make recommendations for process improvements to systems or processes (root cause analysis).
- Rapid understanding of problem/issue(s) and development of troubleshooting steps (strong sense of urgency required).
- Identifies possible field issues and works with cross-functional/divisional teams to drive issue to resolution.
- Identifies support that can be moved closer to the user to increase speed of case closure, eliminating non-value added hand-offs, and increasing customer satisfaction.

Identifies and provides updates and modifications to resolutions used incorrectly.

KNOWLEDGE BASE MANAGEMENT

- Responsible for partnering with SMEs and system/process owners to build, implement and maintain knowledge base.
- Develops and implements knowledge base articles.
- Subject matter expert on the knowledge base management system and provides training to new L3's or L2's.
- Trains vendor and other support organizations on all new knowledge articles, initiatives, etc.

PROJECT MANAGEMENT

- Manages small and medium sized projects independently that include help desk readiness, support system upgrades and deployments, and support process improvements.
- Team uses good PM tools such as project plans, meeting agendas, meeting minutes, project status updates, etc.
- Works in collaboration with or as thread lead for help desk on new field initiatives, expansions, upgrades, etc. that vary in scope and complexity.
- Provide help desk metrics during project launches.
- Attend project stakeholder meetings to provide help desk readiness updates and offer strategic solutions when necessary.
- Develop process flows and procedural documentation.

FACILITATES MEETINGS

- Facilitates vendor meetings to manage operations, deliverables, and/or projects.
- Facilitates meetings with other support organizations including Level 2/3 groups.

COMMUNICATIONS

- Communicates with all levels of the organization including Senior Sales and Commercial Management.
- Create, edit, route for approval and send field communications via email and voicemail.
- Assist with the management of the PPD Field Operations email and voicemail.
- Write and post help desk Front End messages.
- Some communications need to be sent over the weekend, so occasional work on the weekends to send communications may be required (this doesn't happen often and the team shares in this responsibility).

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Marketing/Vertrieb, Sonstiges

  • Skills:

    support, sales

Synectics