Sr On-boarding Specialist

Purpose of Job:

 

• Responsible to bridge the gap between sales and the technical implementation and service delivery.  
• Perform day-to-day client onboarding activities to transition clients from pre- to post-sales service delivery by implementing a technical and business solution that has been sold to the client. 
• Administer the onboarding process to include: 
  • conduct internal transition meetings, gather client requirements, coordinate monitoring/alarm and reporting configuration, determine training & staffing needs, determine additional tools & software needs, load client data into field service management tool, schedule & conduct client transition meetings. Represent client onboarding to all clients and internal stakeholders. 
• Ensure client onboarding services are delivered to clients in a consistent, high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs.

Primary Roles & Responsibilities:

• Coordinate and implement client onboarding activities to ensure a successful transition and hand off from pre- to post-sales deployment and support services.
• Coordinate and implement Black Box business unit onboarding, including their existing clients, to ensure successful transition and handoff from their current service practice to the new national service practice as required.
• Review and understand contractual obligations of service area based on Statements of Work, Master Service Agreements and Cost Models.
• Implement configuration of field service management (FSM) tool to support ITIL Operational processes, which may include Incident Management, Problem Management, Request Management, Change Management, Service Level Management, and Configuration Management.
• Implement the successful completion of the client onboarding process to confirm client requirements, achieve internal alignment of service delivery needs, import client data into the FSM tool and conduct user acceptance testing of FSM tool configuration and client transition/onboarding meetings.
• Provide training for clients and Black Box service personnel about ITIL Operational processes including tool configuration and usage.
• Foster and contribute toward collaborative working relationships within NASI operations and across all levels and departments of the organization to execute client onboarding functions and company priorities.
• Participate and collaborate with pre-sales to understand client requirements, offer solutions and alternatives, and research newer technologies and practices to help establish and maintain Black Box competitiveness in service.
• Maintain and enhance a strong client service-oriented environment and achieve all client satisfaction objectives and internal and external SLAs. 
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.  Ensure further expansion of skill-set in the products & services that BBOX supports.
• Meet all financial performance objectives for area of responsibility and take corrective action as needed.
• Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.   
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day service delivery operations and the client experience. 
• Achieve performance targets established by leadership for applicable Key Performance Indicators.  
• Perform other duties as assigned by management.

Knowledge, Skills, Abilities

• Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs and performs one's job with the broader goals in mind.  Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.
• Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer.  Consider the impact on the external customer when taking action, setting policies or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers soon. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
• Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment.  Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision-making during crises.
• Interpersonal Relationships - always Demonstrates appropriate and professional behavior. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one's own style or preference and its impact on others. Earns the respect of others.
• Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary.  Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem.

Education / Experience Requirements

• Bachelor's Degree in Engineering, Information Technology or related, preferred; or relevant experience.
• Project Management experience, preferred 
• 8+ years' experience in client transition management/onboarding or managing ITIL Service Delivery processes.  Technology Services or Managed Service Provider industry experience preferred.
• 6+ years' experience as a ServiceNow Administrator at a minimum of a Superuser. Possesses extensive knowledge and permissions to manage, configure and troubleshoot the system.
• Extensive knowledge of SAP contract administration.
• Extensive knowledge of Salesforce contract administration.
• Demonstrated experience client facing, influencing and consulting (providing options with pros, cons and risks) cross-functional teams.
• Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred.
• Service awareness of all organization's key products and service offerings for which support is being provided.
• Demonstrates considerable ability in managing multiple activities; excelling within a fast-paced, evolving environment that emphasizes working effectively within tight deadlines. 
• Ability to understand the qualifications, credentials, and skills of the field operations delivery resources to meet client needs.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering seamless internal and external client experience and track record of timely and accurate issue resolution. 
• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud-based technology systems.

Supervisory Responsibility

This position has no direct reports.

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