Job Category: Operations
Location: Issaquah, WA, US
Job ID: 848963-122349
Division: Operations
Description
As an Ops Specialist you will be responsible for driving execution of Mission Control processes amongst the global 24x7 vendor team. Your duties will include:
•Acting as Incident Manager on Sev A events.
oEnsuring the appropriate priority is used by fix teams to address the issue at hand.
oProvide the appropriate level of visibility within the Business Response process.
oCoordinate roles of the Ops team to ensure SLAs are met and our communications are accurate and timely.
•Identify opportunities for process improvement on engagement, mitigation and mission operating processes.
•Work cross functionally with business stakeholders to onboard new support channels, teams, products and capabilities.
•Plan, onboard and own War Rooms for new product / feature launches.
•Manage feedback from business stakeholders and turn the feedback into process improvement
•Create and maintain process and training documentation
•Excellent written and verbal communication
•Advanced use of MS tools Excel (pivot tables and charts), SharePoint (Super User / Designer)
Desired Experience
•5+ years Operations experience.
•Experience working with or administering CRM or similar ticket management system.
•Strong Process mapping and gap analysis experience.
oLean Six Sigma Greenbelt or Blackbelt preferred.
•4 year College degree required.
•4+ years of experience working in Customer Support Operations or deep knowledge of supportability / call center management / work force management.
SS:WWMS
Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue
Job Segments: Operations Manager, Operations, Developer, Sharepoint, CRM, Technolog
y
Location: Issaquah, WA, US
Job ID: 848963-122349
Division: Operations
Description
As an Ops Specialist you will be responsible for driving execution of Mission Control processes amongst the global 24x7 vendor team. Your duties will include:
•Acting as Incident Manager on Sev A events.
oEnsuring the appropriate priority is used by fix teams to address the issue at hand.
oProvide the appropriate level of visibility within the Business Response process.
oCoordinate roles of the Ops team to ensure SLAs are met and our communications are accurate and timely.
•Identify opportunities for process improvement on engagement, mitigation and mission operating processes.
•Work cross functionally with business stakeholders to onboard new support channels, teams, products and capabilities.
•Plan, onboard and own War Rooms for new product / feature launches.
•Manage feedback from business stakeholders and turn the feedback into process improvement
•Create and maintain process and training documentation
•Excellent written and verbal communication
•Advanced use of MS tools Excel (pivot tables and charts), SharePoint (Super User / Designer)
Desired Experience
•5+ years Operations experience.
•Experience working with or administering CRM or similar ticket management system.
•Strong Process mapping and gap analysis experience.
oLean Six Sigma Greenbelt or Blackbelt preferred.
•4 year College degree required.
•4+ years of experience working in Customer Support Operations or deep knowledge of supportability / call center management / work force management.
SS:WWMS
Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue
Job Segments: Operations Manager, Operations, Developer, Sharepoint, CRM, Technolog
y
0 comments:
Post a Comment