Brooksource
Apply Now
Responsibilities
The primary Client Tech Issue Management Advisor responsibility is to create written communications to internal and external stakeholders regarding client-impacting technology issues. This individual will be collaborating with internal business partners, influencing company-wide process improvements. In addition, this individual will work with both internal and external clients to communicate process improvements, root cause/preventative measures, and issue trends. This role requires strong problem-solving skills and the ability to self-direct work activities.
This individual will also be required to maintain team trackers and metrics to support qualitative and quantitative information for process improvements. This individual must be flexible with their work schedule during the 1/1 command center (approximately 1/1 – 1/15 each year). In addition to the 1/1 go-live, team members may be asked to support a go-live over a weekend 1-3 times/year. Team members rotate on-call duties for escalated issues, with each team member on call for one week every ~6 weeks.
Daily Activities include but are not limited to:
- Client facing written communications in business friendly language for outages
- Keep dashboards and notes up to date for all issues
- Be able to facilitate and interact on calls to assess client impact
- Communicate clearly with internal and external stakeholders
- Contribute to continuous process improvement activities
- Facilitate and/or participate in meetings supporting Client Tech Issue Management services
Analytics / Reporting Duties
· Manage and maintain client issue reporting
· Gathers data from and writes reports in Service Now
· Uses business analytics to create and display information
· Utilize Excel and PowerPoint to prepare artifacts
· Identification of recurring themes within issues to drive process improvements
· Creation of playbooks to support process improvements
Skills:
The Applicant must demonstrate intermediate to strong working knowledge of
- Excellent written and verbal communication skills
- Strong collaboration skills
- Ability to understand and convey technical language into business-friendly terms
- Service Now – nice to have
- Microsoft Office Suite Tools – need to have
- Understand technology concepts
Qualifications:
· Minimum 5 years work experience
· Intermediate technology competency
· Bachelor’s degree in Technology, Business, Communications or Leadership discipline preferred
· Strong interpersonal, written, and verbal communication skills preferred
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
JO-2308-138747