10 Dec
Customer Success Analyst / Process Improvement Specialist
California, Santaclara , 95050 Santaclara USA

Vacancy expired!

Job Title: Customer Success Analyst-IC3

Department: TechSupport Ops

Location: Santa Clara, CA

Duration: 6 months

# of Positions: 1

Description:Reason: Unique ExpertiseJob Category: Support/Sales Need urgent support with this one. Please review the requirements thoroughly and make sure that your candidate answers the screening questions below. This will be a required add-on to either the top or bottom of the resume. Also, attached is resume that you can benchmark against for that ideal candidate.

Mandatory Screening Questions

1.

Have you managed a project to improve a Support (or related) process that generated results?

2.

Have you driven adoption of process enhancements?

3.

Have you regularly monitored process adherence and customer experience quality? Title: Support Optimization SpecialistEMEA, Orlando, RemoteThis position reports to: Principal, Global Support QualityServiceNow is changing the way people work. With a service-orientation toward the activities, tasks andprocesses that make up day-to-day work life, we help the modern enterprise operate fasterand be more scalable than ever before. You have experience working in an enterprise support environment, are self-motivated, results-oriented, have a customer centric mindset, and is passionate about driving continuous customerexperience and operational improvement.This position is part of the Global Technical Support Organization and is responsible for initiating anddriving process improvements through the Quality Program Framework, driving process adoption, andmonitoring case handling quality. You are detail oriented, have experience improving and maintainingprocesses within a Support environment and a solid understanding of employee and customerexperience excellence. You are comfortable holding colleagues accountable with proactive andpersistent outreach in a global environment.What You Get To Do In This Role: Spearhead process optimization with a focus on global consistency, simplification, and clarity.Identify root causes of quality issues, analyze and promote solutions, implement them and assesstheir effectiveness Drive process adoption, monitor metrics, report and present results and recommend improvements Lead case monitoring efforts; host calibration calls to ensure consistency Serve as a process subject matter expert and an escalation point Represent Support Operations cross functionallyTo Be Successful In This Role, You Have: Demonstrated results in enterprise support operations (or related) process optimization through adefined framework and methodology and experience monitoring case quality Demonstrated ability to influence without authority Understanding in the creation and management of various workflow mechanisms within theServiceNow platform A track record of managing deployments in a global enterprise support environment Ability to articulate the complexity of cloud infrastructure and the application of policy and processas they relate Experience building, manipulating, and presenting data to take the right next actions Excellent communication skills (verbal and written) A team player and collaborative worker with a positive attitude Strong organizational skills to effectively manage multiple projects simultaneously Lean Six Sigma experience and Green Belt preferredWe provide competitive compensation, generous benefits and a professional atmosphere.

Vacancy expired!


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