Apple Inc. Austin , TX 78719
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly.
Bring passion and dedication to your job and there's no telling what you could accomplish.The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.The GSO Shared Services Sustaining team is looking for a strong Senior Business Analyst to join the Trigger Administration team to serve as Subject Matter Expert (SME) for AppleCare's global Trigger Visualizer tool and operational strategies.
We are looking for someone who can join this dynamic team to execute the systemic changes for front end systems while helping to balance the long term strategy for our program. It is a rare opportunity to work with AppleCare Contact Center management and cross-functional partners including Engineering, Reporting, Retail, Services, Support Programs, Operations, and IS&T.
5-7 years business analyst, product ownership or program management experience
Ability to quickly understand and make critical decisions in a fast paced environment
Ability to prioritize and execute tasks while driving for results
Ability to balance ongoing responsibilities during business critical product launches such as New Product IntroductionAbility to execute on critical issues while maintaining attention to detail
Excellent written and verbal presentation skills with experience presenting to varied audiences
Strong leadership skills Ability to maintain and develop relationships within the cross-functional teams
Strong technical, analytical, and social skills Experience in IT development and deployments
Ability to work flexible hours and be on call nights and weekends
Some travel require
You will be responsible for the sustained operation and maintenance of Trigger Visualizer, the primary system for collection of engineering data, program data, and customer interactions in iLog, Mobile Genius, and GSX. The role will include hands-on development of triggers setups in Trigger Visualizer and verification of triggers in front end systems.
You will also support of day-to-day operations, ownership of the governance process, and represent AppleCare Global Support Organization regarding trigger capabilities and LOE for business configurable setups. You will handle customer relationships and expectations by developing a communication process to keep others up-to-date on timelines and governance. You will serve as partner across a variety of initiatives with impact to contact centers, Apple Retail, and service channels.
You will work with broad, cross-functional teams to ensure updates, improvements, and changes are integrated to the Trigger Visualizer Program with minimal effect on the ongoing operation of the business. You will distill down feedback items to understand the business needs and help prioritize improvement requests, coordinate efforts, and ensure that AppleCare leadership and cross-functional partners including; Reporting, Support Programs, Operations, Retail, and IS&T are informed of emerging issues that impact the Advisor, Genius, Carrier, or Customer experience. You will need to act independently as a top-level contributor to drive improvements benefiting to the AppleCare Contact Center, Apple Inc, and Apple customers. Travel is required, as this is a global role.
Partner with Software and Hardware Engineering teams and Services teams for critical execution of trigger setups throughout the fiscal year and for New Product Introduction
Work with the IS&T and Advisor Tools Business Development team to fix production issues and drive the Trigger Visualizer improvement roadmap
BS/BA or equivalent experience required, PMI or similar certification highly desirable.Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.