
Urgent Search) Senior Manager
4 weeks ago
Inviting applications for the role of Senior Manager, Intelligent Support Solutions
Responsibilities
- Conduct ongoing deep-dive data analysis to identify opportunities and recommend actions for improving KPIs and operational metrics while reducing costs.
- Support the ISS team with business data and insights and document requirements. Partner with the GSS Analytics Service Owner to develop back-end foundation and capability improvements for report automation.
- Identify and drive resolution of data quality issues in collaboration with the GSS Analytics Service Owner, Process Owners and IT teams.
- Perform business process analysis in support of systems changes in GSS systems including Salesforce, SAP, and other Service and Warranty tools.
- Business Process Documentation and automation opportunity support
- Engage with business users and technical project managers to develop and clarify requirements and ensure alignment between business needs and system design.
- Plan and coordinate UAT activities, including defining test scenarios, securing testers, and managing execution.
- Assist with change management activities, including coordinating training and communication
- Develop and Maintain Salesforce and SAP Reports
- Collaborate with SSI Data Analysts on KPI Reporting
- Collaborate with Global Contact Center Knowledge Operations and Support Engineers on content improvement
Qualifications we seek in you
Minimum Qualifications
- Power BI, Salesforce, SAP reporting
- Data analysis, KPI tracking and performance analysis
- Self-service and assistant data insights
- Data issue identification and resolution
- Business process analysis for system changes
Preferred Qualifications/ Skills
- Process Documentation, and Identifying and supporting automation opportunities
- Requirement gathering and stakeholder alignment
- Change management and training coordination
- UAT planning and team collaboration
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