Recommends and communicates process optimization efforts, project statuses, and decisions in terms understood by all users to ensure fundamental understanding and project support to drive significant operational and revenue improvements. Understands regional and local business plans to deliver IT projects and leverages industry standards for establishing common practices. Develops merit and business case documents that match the business goals and follow our financial approval process. Facilitate the derivation of benefits and cost estimates from high level business needs. Take complex business challenges and break them into iterative value delivery scenarios in collaboration with business stakeholders. Analyzes metrics and data to inform others of the value and benefits of decisions by business, others in IT and third party vendors. Manages service level standards and customer satisfaction scores for IT support by identifying root cause issues, implementing improvement plans, and collaborating with the user community to set expectations, priorities and align the IT services to the expectations. Recommends and creates communications materials for end users, conducts process improvement workshops, and teaches customers how to use IT products and services to achieve business value. Provides guidance to entry level IT Analysts or Interns. Performs other duties as assigned.
Bachelor’s degree in Computer Science, Business, or related field or equivalent education and experience required
Minimum of three years of related IT experience.
Experience with small to medium-scale project and program management.
Demonstrated business process knowledge/skill across multiple Business Functions.
Demonstrated functional application knowledge/skill within multiple applications .
Consultancy, communication and relationship management skills.
Solid knowledge of IT industry, vendors, best practices and standards.
Demonstrated analytical ability and fact-based decision making skills.
Experience working with multiple third party vendors.
Experience determining and delivering against business requirements.