AddressJob Location
Mason
Job Description
IDQ Business Care Swarm Lead:Business Care is the first line of support our IDQ users engage to solve their technical issues with GBS IDQ-owned applications (such as eQMS, DSM, Nexus, etc.). Our team delivers operational excellence through superb customer service for issue resolution, and provides continual process improvement to exceed customer needs. We leverage a self-service portal (junction.pg.com) and knowledge management as key tools to deliver that experience. You will be expected to develop mastery in the applications under your area.
In this role you will become part of the overall service desk team focused on the end user application support experience. You will assume responsibilities over 1) end-2-end incident management 2) ensuring self-service content on our support portal is updated and relevant 3) working with our Service Transition leader to onboard new capabilities to Business Care 4) Knowledge Maintenance for support 5) handle business escalations and 6) supplier governance. You will also have the opportunity to learn/leverage PowerBI, Power Automate, Virtual agents and Python.
Job Qualifications
ITIL: In this role, you will leverage your ITIL knowledge to ensure defined support process are developed and executed by our suppliers. Previous experience will be an asset but not required.
Ability to use situational awareness to understand the opportunity to resolve issues quickly and move the business forward.
Business Master: Experience in Digital Innovation, Quality, Lab or GPS work processes is desired or will be developed as part of the role.
Ability to develop Diverse & Collaborative Relationships: Establishing strong partnerships across diverse groups – cross-functional team members, vendors, partners, and technical experts – is a key to success. Strong communication and leadership skills are essential.
Skills Needed to Perform This Job: Self-motivation to collaborate with business partners and IT colleagues to learn new tools to find ways to drive business value. Operations Excellence, Strong Communication Skills, Problem Solving, Ability to Multitask, Relationship Building
Job Schedule
Full time
Job Number
R000103290
Job Segmentation
Experienced Professionals (Job Segmentation)
Starting Pay / Salary Range
$95,000.00 - $115,000.00 / year
