Job Description

Job Responsibilities

Key/End User support and Knowledge Management

• Providing ad-hoc support as a Second point of escalation on system issues to BU end users and first point of escalation to BU key users
• Responsible for development and maintenance of key/end user training curriculum and training materials as well as executing training sessions, including any refresher trainings as needed.
• Responsible for managing key/end user community and relevant business stakeholder, leading communities of practice and driving continuous improvements.
• Performance review of service level effectiveness (incident trends, SLAs) to drive continuous improvements
• Partner with development team to support resolution of system issues/bugs
• Drive rapid response to “Code Red” incidents and support technical teams by providing functional input into analysis, solutioning, testing and approval.