Senior Business Process Manager

What you get to do in this role:

This role will be responsible for supporting key internal Global Technical Support process and automation projects with the aim of facilitating support adoption of infrastructure changes, enhancing the customer and employee support experience. Deliverables will include the implementation and deployment of impacting technical requirements to support, employee communications and rollout of key business process initiatives. 

• Act as a key player in establishing and executing operational initiatives
• Play a critical role in coordinating cross-functional efforts between support and cloud operations, with an emphasis on the impact of infrastructure changes and their impact to the support organization
• Drive as a key subject matter expert in the development of projects for technical support engineering and customer support experience
• Ensure all impacting technical requirements to support align to our ideals of delivering world-class technical support
• Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards
• Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing Business needs
• Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and customers
• Work as a Technical Support subject matter expert in representing Global Technical Support
• Review current processes with a focus on simplification and clarity to ensure they align to current business objectives
• Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards
• Assess current systems, best practices, quality, service and introduce improvements to ensure operations stay in-line with growing Business needs
• Collaborative development of business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Experience with interfacing with Cloud Operations and technical teams outside of support
• Demonstrated ability to troubleshoot technical issues and clearly define a problem
• Technical Support experience with an understanding of Technical Support case management and troubleshooting
• Experience administering and/or supporting ServiceNow platforms
• Understanding in the creation and management of various workflow mechanisms within the ServiceNow platform
• Fundamental knowledge of the interoperability of cloud systems and how they are operationalized
• Deep understanding of relational data and the ability to apply that knowledge to the analysis and reporting of that data
• Ability to articulate the complexity of cloud infrastructure and the application of policy and process as they relate
• Ability to conceptualize and participate in the creation of new methods, systems, and functionality
• Ability to build and publish processes conforming to established standards
• Understands the importance of the customer experience and is able to act as an advocate on their behalf when challenged with compelling reasoning
• Deep understanding of technical support processes
• Ability to work independently and in a team environment
• Minimum of 10 years of industry experience, including 5+ years of Technical Support Operations and/or Support Delivery is required