Sr. Technical Consultant - (Project Coordination, ITSM, Azure, SLA, ServiceNow)

Blue Yonder Title:

• Sr. Technical Consultant - Cloud

Other Comparable titles:

• Associate Technical Account Advisor, Technical Account Advisor

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
• Seeking an astute individual that has a Supply chain background with the additional ability to be part of the customer success team to implement and support the implementation of the project, and deep knowledge of industry best practices, with the ability to implement them working with multiple cross functional teams

Scope:

Shared Services Lead role is key during a customer implementation lifecycle. Expectation from the role is to ensure all the Cloud related activities are completed by the respective Cross functional teams in the timely fashion to support the implementation teams. Proactively highlight risks and escalate to leadership to avoid delivery timeline delays.

What you’ll do:

• Work closely with internal stakeholder to get the cases resolved within the SLA/OLA timelines;
• Basic Knowledge on Cloud Azure and infrastructure concepts needed
• Builds collaborative relationship with internal stakeholders and work with them proactively to get the issues fixed
• Adhere to Cloud policies, procedures, methodologies, and quality standards.
• Escalates issue that may have a impact
• Work with Shift leads internally to resolve project issues, escalating to appropriate parties as needed.
• Provides regular communication and status reporting with internal stakeholders and with customers
• Keep Consulting informed about issues being worked/analyzed, providing frequent, and meaningful updates.
• Follow up with internal teams to ensure their technical issues are resolved
• Must be able to work flexible hours as needed including being available for off hours support
• Knowledge of ITIL framework is preferable.

1)       Primary KPIs:

a)       Project Coordinator:
a. Coordinate with Cross Functional teams for timely resolution/turnaround time.
b. Liaison between Project and support teams for the seamless transition of the projects to the  Operations Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)
c.  Efficient management of the Technical upgrade projects with the customers

d.  Achieve NPS / CSAT scores of the Technical upgrades.

What we are looking for:

•         Bachelor’s degree and minimum 5 - 8 years’ experience in Software development and support

•         Candidate with customer facing skillset is preferred

•         Strong communication skills and escalation management skills

·       Knowledge of ITIL framework is preferable

·       Supply chain knowledge is an added advantage

·       Knowledge of SaaS and Cloud

Our Values

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.