от компании (организации): ООО Mars Information Services в городе (населённом пункте): Ступино, Россия
в отрасли экономики "Информационные технологии, интернет, телеком" → "Аналитик"
с заработной платой: по договоренности
Вакансия № 7635362 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Пятница, 18 октября 2024 года.
Дата обновления вакансии № 7635362 на сайте Работа в Москве и Московской области (МО, Подмосковье): Воскресенье, 10 ноября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 7635362 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
1–3 года
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: IT Portal Senior Analyst
The jobholder is responsible for delivering Self Service strategy (primarily for IT Self Service Portal, but not limited to this tool only) to drive Self Service culture across the organization. It includes the understanding of current set and usage of Self Help tools (SSP, PCD, SSPR and others), providing input into the strategy to drive tools’ usability and popularity, partnering with various MGS Digital technologies teams to spread Self Service culture and to identify opportunities for Self Help tools and solutions.
Responsibilities:
• Participate in building the inventory of existing IT Self Service tools and communities (ex: Yammer support groups, internal forums) used by MGS Digital Technologies’ customers, evaluate the existing Self Service tools for their usability, usage, value
• Ensure that multiple Self Help tools do not overcomplicate support flow process for the End Users and do not frustrate them (if any gaps identified – address through appropriate teams)
• Drive SNow Self Service portal (SSP) to be single entry point for Self Help tools, processes, solutions, forums.
• Identify the opportunities to be addressed through Self Service tools (through data analysis, observations and using Design Thinking methodology with Ops teams and Customer focus groups)
• Build strong partnership with Customer Advocates, IT Operations and Digital Technology areas to receive on-going feedback on Self Service Portal (and other tools) around their functionality, accessibility, availability, user-friendliness etc.
• Lead the defined teams to build or enhance Self Service solutions and communities (within IT and MGS cross-function) to address the feedbacks.
• Setup dashboards to monitor Self Service tools/communities’ usage and customer satisfaction
• Drive the adoption of Service tools in partnership with Customer Advocates and operational teams
• Communicate to defined stakeholders about the changes, new self-help tools and features, partner with CX to communicate the news to the customers
• Run training programs within Core Services and BP to ensure Self Service tools adoption by service teams and BP and to engage them to be Self Service culture ambassadors for their customers.
• Ensure Security compliance for Self Service Portal (and other tools within direct scope).
• Address the evolving needs for SSP content (based on best practices, feedbacks) and maintain a process of filling the portal with useful content (including info about tickets, self help solutions, announcements, forum etc)
• Use the most appropriate format for Self Help solutions to make it user friendly and easy to be created and maintained.
• Build a network inside and outside of Mars using various forum groups and interacting with fellow Self Service Leads and developers on the best practice solutions.
• Manage defined 3rd party vendors when required to implement projects
Context and Scope:
Jobholder helps to drive Self Service strategy globally across MGS Digital Technology areas (Primarily through IT Self Service Portal, but not limited by this tool). The scope covers infrastructure and application services, incidents and requests, all demand produced by IT customers, that could be addressed through Self Service channels.
Customers’ feedback gathered through Customer Advocates to be considered as initial approach to improve Self Service and get quick wins while the middle and long-term strategy is defined and implemented.
Requirements:
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Higher education (Information Technologies/ Computer science or relevant).
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Business development or technical project management in required technologies area;
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Product management (solution or service): driving the process of product/service/solution creation or evolution;
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Technical knowledge: virtualization and cloud technologies, networking, OSS, enterprise IT applications;
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Certain programming experience would be an additional plus.
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Good communication, especially in English and interpersonal skills.
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Strong analytical and problem solving skills.
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Ability to work effectively in a flexible and changing environment, manages multiple activities and priorities, and work well under pressure.
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English – Upper intermediate.Qualifications:
Conditions:
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International company;
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Extended social package;
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Open office environment;
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Opportunity to work with team of professionals;
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Opportunity to learn new functionality and business processes, also as practice in some project management and coordination type of work;
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Flexible schedule;
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Relocation package in Moscow region, Stupino city;
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Corporate transport within Stupino city and from Moscow (metro station Tulskaya, Domodedovskaya).
Откликнуться на эту вакансию: IT Portal Senior Analyst
Предыдущая вакансия:
Вакансия № 7635347 на должность Экономист по финансовой работе от компании ООО Гидравлические Комплексные Системы в городе (населенном пункте) Москва