Sr Technical Project Manager

Role Description

Position Description Summary

Position Name : L1 Technical Support Specialist

Reporting Mgr. : Manager 2

Position Description : L1 Support Specialist role is to clarify and support user needs by responding to and resolving Technical issues in support of Services Supply Chain businesses which will result in a better-quality service delivered on-time. In addition to this, the role will be lead to clarify and support regional user needs by investigating and resolving complex business and technical issues within S4 and other tools sets for all applications in support of Services Supply Chain Operations. Role will be critical to provide linkage to and communication with business users, and IT on risk and business needs.

Key Responsibilities :

• Receive and acknowledge issues from customer base or identify issues;
• Perform Case qualification, verify problem / analysis and confirm prioritization with customer base;
• Identify and verify the impact of various alternatives on local or regional systems / processes;
• Define interim strategies or workarounds and facilitate communication to user community through defined processes;
• Identify and involve additional resources if necessary;
• Engage all appropriate parties to address escalated issues;
• Drive the implementation of the solution; consulting appropriate resources as necessary;
• Utilize root cause codes on all cases to identify trends, gaps, training;
• Communicate updates to documentation as appropriate
• Keep up to date with local business requirements and practices and communicate information to the appropriate business users

Key Experience Desired / Feeder Positions to Role

Key Competencies / Selection criteria

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