Production Support Analyst 1

Varite Lehi , UT 84043

Posted 4 months ago

Production Support Analyst 1 Req I D

AD-9358248

Rate

Primary Skills

Description

Duties:

  • The Client Experience Cloud solutions provide thousands of enterprises with deep insight into their customers, along with creation and management of content, assets, and personalized campaigns. Client Experience Cloud brings together all of your marketing tech in a single place, so you can do everything from managing your content and delivering email campaigns to automating your ad buying and measuring your success.

  • Service Management is part of Digital Experience and we have an exciting and meaningful mission: using the DevOps model, implemented through SRE, we ensure that Client's platforms and products are built and operated for reliability and efficiency. We drive the quality of Client operational services to deliver a world-class customer experience through the delivery, management, and measurable excellence of our Global Operation Center, and Service Management teams."

  • The Service Management team in the Client Digital Experience business unit is looking for an Incident Manager in the Operations Center. Are you excited about the prospect of affecting change for both the company and customers? We need someone who can guide people from different organizations through the incident lifecycle. From leading the initial incident response to assisting in problem management. You ensure that your incident response and management is delivered to an industry standard processes.

Responsibilities

  • Execute incident management process

  • Facilitate incidents through the entire incident lifecycle

  • Provide clear, accurate, and timely updates to internal partners and management during incidents

  • Ensure that incident data, reports, customer facing statements and root cause data are accurately documented and distributed within agreed timeframes

  • Analyze and provide visibility into incident data to call out key data, trends, pain points, etc.

Skills:

Requirements

  • Sound communication skills (verbal and written)

  • Balance strength and diplomacy

  • Strong influencing and negotiating skills

  • Experience managing complex, multi-faceted projects

  • Strong collaboration skills working with local and remote teams

  • A bachelor's degree or equivalent

  • The ability to see the big picture & to create a clear, focused plan out of a world of noise

  • A motivated, can-do attitude

You will also be:

  • Able to grasp complex technical concepts & translate them into a simple to understand language

  • Able to act in the implementation of new processes & improvement of existing processes

  • Able to maintain calm in high-pressure situations

  • Ambitious, willing to ask questions and use information to aggressively effect change & achieve results

  • Someone who works well with a variety of different personality types

  • Able to think through complex issues & propose alternative solutions to problems

  • Unflappable - able to take change in stride

  • Able to infect the team with your passion and enthusiasm

Preferred skills and knowledge:

  • Solid understanding of Event, Incident, Problem, and Change Management processes in ITIL

  • Experience crafting and implementing new processes and improving existing ones

  • Project / Program Management experience preferred

  • Strong product knowledge of the Client Experience Cloud products

  • Experience managing projects with remote/geographically dispersed team members

  • Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)

Education:

  • A bachelor's degree or equivalent
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