IT Service Management Senior Analyst

Skill required: Digital Inside Sales - Inside Sales

Designation: IT Service Management Senior Analyst

Qualifications:Any Graduation/12th/PUC/HSC

Years of Experience:5-7 years

What would you doIn our Service Supply Chain offering, we leverage a combination of proprietary technology and client systems to develop, execute, and deliver BPaaS (business process as a service) or Managed Service solutions across the service lifecycle:Plan, Deliver, and Recover. In this role, you will partner with business development and act as a Business Subject Matter Expert (SME) to help build resilient solutions that will enhance our clients supply chains and customer experience. The Technical Services Manager (TSM) role represents the technology organization within the business. TSMs act as the primary points of contact for Technology Services within Service Supply Chain (SSC).

The role will require a passionate, business-oriented technology expert who can provide oversight and management of demand management processes, coordinating demand to the right teams within the Business Technology Services (BTS) organization, supporting new business discussions and managing business expectations on the overall delivery of BTS technology services and strategy. The ideal candidate will be able to get into the details while providing strategic, technical, and operational expertise and guidance while also bringing creativity, vision, and passion to the BTS technology organization and its service offerings.

TSM plays a critical role in developing the holistic technology strategy (customer acquisition, retention, contributing to product roadmap development) with SSC account management and customer success teams, including proposal writing, product pricing, commercial modeling, requirements gathering and driving product demos. TSM ensures all proposed technology products are aligned with SSC business strategy and support operational strategies.

Works with clients at all levels, both new and existing, and is responsible for building exceptional relationships with all internal and external stakeholders and presenting to executive level personnel. TSM supports BTS with internal and client facing governance, provides thought-leadership, technical guidance, and expertise to ensure thorough planning and execution, while assessing both operational and commercial risks.

What are we looking forBachelors degree or equivalent in related field, advanced degree preferred; comparable levels of combined education and experience will be considered Minimum of 5 years experience in technology solutions and implementation of complex, outsourced supply chain and/or communication supply chain process and systems solutions Minimum of 5 years experience in systems design and development process, including business analysis, feasibility studies, software design, programming, pilot testing, installation, evaluation, and operational management

Minimum of 5 years experience in software engineering and/or software support role building enterprise applications Ability to align technology-related decisions with organizational goals, including delivering benefits of SSCs technology to clientsStrong familiarity with info security, risk management, and complex industry compliance requirementsProven International business experience across breadth of customer sectors (Technology, Manufacturing or Industrial/Automotive preferred)

Master at building strong networks in a cross-functional, matrix management environment

Exceptional communicator/presenter with ability to interact with business and clients at all levels

Motivate without direct authority, set clear deadlines, deliverables and dependencies, ensuring right resources are available to successfully deliver programsGood understanding of relational databases

Familiar with Project Management methodologies (PMP preferred)Analytical thinker and problem solver with ability to navigate through challenging situationsAbility to work in a dynamic, rapidly changing environment Superior analytical, evaluative, and problem-solving abilities Commercially astute with strong understanding of cost models and budget managementProven ability to motivate, plan, organize, and drive change in a team-oriented environment
Roles and Responsibilities:

Work in partnership with internal business and functional teams as a technology partner, communicating and coordinating delivery of technology services from BTSSupport Demand Management and Change Management processes, partnering with business on production of high-quality requirements and BTS delivery organization on timely deliverablesProvide business with single point of contact for issues and escalations relative to BTS technology services

Offer SME guidance to technical teams on software engineering best practices, including processes for managing a code base, documenting technical requirements, testing, and architecture design decisions Support new business via providing high-quality product technology sales collateral, answering questions regarding SSC technology product and/or providing product demos to internal and external audiencesProvide guidance and coaching to customers and SSC business as they navigate their organizations to establish technology best practices and processes Identify weaknesses, risks, and inefficiencies in operational processes

Work in partnership with internal functional teams as a technology partner in forwarding business capabilitiesSupport all regionally based business development and sales community on key BTS capabilities and productsEnsure all BTS commercial models are approved by BTS Senior Management prior to submission to customersEnsure all BTS technology solutions are reviewed and approved by Product and Development leadership prior to submission to customers Manage customer demands (internal and external, new and existing), on the BTS Tech Stack Portfolio to inform product roadmaps and strategic investments

Active member of the regional business development and sales communityLeverage and inspire Design Thinking to engage with customers, find unknown business challenges and design innovative solutions leveraging the SSC business proposition to create compelling solution offerings in partnership with our customersAccountable for leading all major BTS tasks supporting business development activities in region to ensure integrity and alignment with BTS product strategy
Qualification
Any Graduation,12th/PUC/HSC