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Program Management Specialist – Global Customer Services

Location: Tijuana, Baja California, Mexico

Notice

This position is no longer open.

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: Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

City: Tijuana

State: Mexico

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

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote: #LI-Remote

Location_formattedLocationLong: Tijuana, Mexico MX

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