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Program Management Specialist – Global Customer Services

Location: Tijuana, Baja California, Mexico

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Requisition Number: 215134

External Description:

Program Management Specialist – Global Customer Services

Location: Tijuana

As a Program Management Specialist in our Global Customer Services (GCS) organization, you will work collaboratively with a team of Program Managers to continuously improve our business processes and applications utilizing the ServiceNow platform and championing ITIL standards.

Our team drives improvement through data analysis, user feedback, iterative progress, and close collaboration with our stakeholders. You will understand support processes, champion ITIL standards in streamlining and consolidating disparate processes, and work to create consistent and efficient processes in a highly collaborative environment. You will assist in managing specific process areas and related ServiceNow components, help manage the development of new feature requests, ensure up-to-date documentation and communication to users, and engage stakeholders from across the organization to ensure continuous improvement.

Primary Duties & Responsibilities

  • Develop content plans for Teradata Community
  • Create engaging content to encourage use of Community page
  • Plan and execute community initiatives and programs
  • Leverage Community to improve case-deflection through self-service
  • Engage with the online Community and respond to comments and requests where needed
  • Facilitate collaboration with team of Community moderators
  • Analyze relevant Community metrics
  • Liaise with business partners as needed to execute action plans adhering to Teradata’s brand representation
  • Work with product managers and stakeholders to drive improvements for a core set of support processes
  • Build strong relationships and collaborate on activities/efforts required to ensure consistent and streamlined processes across our GCS organization
  • Help define requirements, manage development, test, and deploy new features in ServiceNow
  • Actively track, update, and report on development progress for specified projects
  • Progressively gain knowledge of our support and service offerings, and be able to assist in the prioritization of enhancement requests
  • Provide input to training materials, and help manage change enablement actions
  • Manage bug/enhancement requests and contribute to our internal knowledge base by documenting solutions to known user issues
  • Proactively identify improvement opportunities through data analysis, survey results, user feedback and stakeholder engagement

Qualifications

  • BA/BS in Business, Communications, IT, Program/Project Management, or similar experience
  • Candidate must have 2-4 years of experience, preferably in the technology or management consulting industries. The candidate must have a fundamental understanding of customer support processes. 
  • Project management skills with exposure to Agile/Scrum development methodologies
  • Experienced with Microsoft Office and ServiceNow
  • Robust verbal and written communication skills, including ability to present and collaborate
  • Independent problem-solver who will take initiative and execute work
  • Willingness to roll up one’s sleeves and take on all aspects of work, from action items and follow-up to strategic process evolution and prioritization
  • Strong problem-solving, priority-setting, facilitation, multi-tasking, analytical, and collaboration skills
  • Strong organizational skills with an attention to detail and a proven ability to handle multiple priorities
  • Self-starter with ability to conceive of and accept responsibility for projects and see them through to completion

 

CountryEEOText_Description:

City: Tijuana

State: Mexico

Community / Marketing Title: Program Management Specialist – Global Customer Services

Job Category: Customer Support

Company Profile:

Our Company

Teradata is the connected multi-cloud data platform for enterprise analytics company. Our enterprise analytics solve business challenges from start to scale. Only Teradata gives you the flexibility to handle the massive and mixed data workloads of the future, today.

The Teradata Vantage architecture is cloud native, delivered as-a-service, and built on an open ecosystem. These design features make Vantage the ideal platform to optimize price performance in a multi-cloud environment.

LinkedIn Remote: #LI-Remote

Location_formattedLocationLong: Tijuana, Mexico MX

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