Program Management Specialist - Global Customer
- Baja California
- Permanente
- Tiempo completo
Our team drives improvement through data analysis, user feedback, iterative progress, and close collaboration with our stakeholders.
You will understand support processes, champion ITIL standards in streamlining and consolidating disparate processes, and work to create consistent and efficient processes in a highly collaborative environment.
You will assist in managing specific process areas and related ServiceNow components, help manage the development of new feature requests, ensure up-to-date documentation and communication to users, and engage stakeholders from across the organization to ensure continuous improvement.
Primary Duties & Responsibilities
Develop content plans for Teradata Community
Create engaging content to encourage use of Community page
Plan and execute community initiatives and programs
Leverage Community to improve case-deflection through self-service
Engage with the online Community and respond to comments and requests where needed
Facilitate collaboration with team of Community moderators
Analyze relevant Community metrics
Liaise with business partners as needed to execute action plans adhering to Teradata's brand representation
Work with product managers and stakeholders to drive improvements for a core set of support processes
Build strong relationships and collaborate on activities/efforts required to ensure consistent and streamlined processes across our GCS organization
Help define requirements, manage development, test, and deploy new features in ServiceNow
Actively track, update, and report on development progress for specified projects
Progressively gain knowledge of our support and service offerings, and be able to assist in the prioritization of enhancement requests
Provide input to training materials, and help manage change enablement actions
Manage bug/enhancement requests and contribute to our internal knowledge base by documenting solutions to known user issues
Proactively identify improvement opportunities through data analysis, survey results, user feedback and stakeholder engagement
**Qualifications**:
BA/BS in Business, Communications, IT, Program/Project Management, or similar experience
Project management skills with exposure to Agile/Scrum development methodologies
Experienced with Microsoft Office and ServiceNow
Robust verbal and written communication skills, including ability to present and collaborate
Independent problem-solver who will take initiative and execute work
Willingness to roll up one's sleeves and take on all aspects of work, from action items and follow-up to strategic process evolution and prioritization
Strong problem-solving, priority-setting, facilitation, multi-tasking, analytical, and collaboration skills
Strong organizational skills with an attention to detail and a proven ability to handle multiple priorities
Self-starter with ability to conceive of and accept responsibility for projects and see them through to completion
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