Managed Collaboration Services

Job Summary

• This role is responsible for developing support strategies for product families and facilitating the implementation of product, service or solution portfolio lifecycle management. The role collaborates with regional and global teams on service planning and execution, fosters cross-functional collaboration, and acts as a liaison between business units. The role contributes proactively to projects through research and data analysis to ensure project success and customer satisfaction. The role also establishes and monitors product service metrics, identifying gaps and recommending corrective measures in a timely manner.

Responsibilities

• Supports and may take lead on smaller initiatives or work items such as the design and/or development of software, hardware, or network solutions, or IT operations and services with limited resource requirements, and/or complexity.
• Performs portions of development, support, maintenance and implementation of small to medium, non-complex systems requiring general domain knowledge and developing business experience.
• Analyzes system issues and user requirements and needs and makes decisions to find solutions within defined parameters or escalates to manager.
• Receives regular and general instruction, guidance, and direction from others on IT projects in the form of specific objectives.
• Interacts with others to inform and provide suggestions for action.
• Establishes targets for product service metrics, monitors the performance of product support operations, and discerns instances necessitating corrective measures.
• Engages in cooperative efforts with regional and global teams concerning the planning, execution, and evaluation of service and support initiatives.
• Executes comprehensive project plans, ensuring successful outcomes and adherence to established timelines.
• Develops and enhances customer relationships, contributing to revenue growth and overall client satisfaction.
• Collaborates closely with cross-functional teams to minimize potential disruptions to service delivery, ensuring seamless operations.
• Acts as a liaison between business units and sales, ensuring alignment and successful business outcomes through effective communication.
• Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.
• Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

Education & Experience Recommended
- Four-year or Graduate Degree in Computer Science, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 2-4 years of work experience or an advanced degree with little or no work experience.

Preferred Certifications

NA

Knowledge & Skills
- Data analysis
- Troubleshooting
- Functional analysis
- Data processing
- Project management
- Business analysis
- Business requirements
- Change management
- Business process design
- Workflow process
- Analytics
- Key Performance Indicators (KPIs)
- Thought Leadership
- Value Propositions

Cross-Org Skills

- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

Impact & Scope
- mpacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.
- Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity

- Learns to apply basic theories and concepts to work tasks.

Disclaimer

- This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.