Technical Project Manager

Key Responsibilities:

• Manage Design of Tier 1 Ticket Process: Lead the initial design and implementation of the PC Tech team's Tier 1 ticket management process, ensuring clarity, efficiency, and scalability, and manage the daily ticketing workflow (intake, triage, assignment) for Tier 1 HR Tech tickets.

• Manage day-to-day Tier 1 Ticket Process: Facilitate the review, prioritization and assignment of all incoming HR Tech tickets and project requests, balancing immediate operational needs with strategic initiatives.

• Agile Project Management: Support and manage project-based work within the HR Tech team, including assisting with sprint plans, backlogs, and ceremonies using Scrum and Kanban.

• Performance Reporting: Assist in developing and maintaining robust reporting for both ticketing systems and project efforts, including backlog size, time to resolution, burndown charts, cycle time, and velocity.

• Tooling: Leverage and optimize project management and ticketing tools (Jira and Monday.com) to enforce process integrity, track progress, and facilitate agile collaboration.

• Cross-Functional Collaboration: Partner closely with shared services, HR technology teams, requesters, the project management office, and other stakeholders to align needs, expectations, and priorities.

• Documentation: Develop and maintain comprehensive operational process documentation and assist with stakeholder training.

• Change Management & Training: Support change management efforts for process rollouts, adoption, and improvements through clear communication and user adoption.

• Risk Management: Proactively identify potential operational risks and roadblocks, contributing to mitigation strategies.
  

Qualifications:

• Experience: Minimum of 5 years in technical project management, with a strong focus on process improvement, operations, and/or IT service management.

• HR & Workday Expertise: Proven experience in Human Resources functions with direct experience in Workday (implementations, support, or administration) or other major HR Information Systems.

• Ticketing System Management & Reporting: Strong experience managing and reporting on ticketing systems, including key metrics like ticket volume, open/close rates, time to close, and backlog analysis.

• Agile Project Management: Demonstrated experience applying Scrum and Kanban in operational workflows and projects, including familiarity with burndown reports and sprint planning.

• Process Acumen: Experience contributing to the design, implementation, and optimization of operational processes (ticket management, project intake, prioritization).

• Analytical Skills: Strong analytical and problem-solving skills to interpret data, identify trends, and make data-driven recommendations.

• Tool Proficiency: Proficient with project management and ticketing systems, specifically Jira and Monday.com.

• Communication & Collaboration: Excellent communication, interpersonal, and stakeholder management skills for effective cross-team collaboration.

• Organizational Skills: Strong organizational skills to manage multiple priorities and deadlines in a fast-paced environment.

• Adaptability: Ability to thrive and adapt quickly in a dynamic, rapidly changing environment.