Boston Consulting Group Hiring for IT Tech Ops Manager at Opelika, Alabama Full Time

As the IT Tech Ops Manager, on BCG’s IT Business Systems team you will have the responsibility for functional & technical support of BCG’s global HR applications. You will work with a team of internal technical resources, as well as a cross-functional team consisting of Project Managers, Developers, and others to provide high quality application support- in which you will respond to and meet the business needs of the entire BCG organization. You will be expected to participate in hands-on functional enhancements activities as well as providing guidance and oversight of functional/technical activities to successfully execute projects related to BCG’s HR applications. Additionally, you will work to provide support to a sub-set of the HR applications ranging from enhancement requests, day to day operational activities, & working with Developers to advocate and support end user requirements.

YOU’RE GOOD AT

As the IT Tech Ops Manager you will be tasked with working in a global environment with stakeholders, team members, and customers located throughout the world. As such you should have a go-getter attitude and be willing to work in a fast-paced environment. Successful IT Ops Managers have demonstrated a keen understanding of what our user base wants and is able to deliver on those actions with high quality results.
• Work closely with software vendors in the planning and design of application changes (including upgrades) and coordinating on delivery and deployment processes
• Stay abreast of functional & development tools, trends and practices, and act as an evangelist for items that should be considered for future initiatives
• Develop partnerships with key business stakeholders in order to understand business needs
• Respond to security access requests for the different systems under Ops services
• Respond to sensitive HR data requests from the many HR management teams globally
• Actively monitor and resolve user support issues with defined SLA’s, working closely with the HR System counterparts on complex functional or local issues
• Assist in answering end user procedural and system questions
• Manage application configurations and/or administrative setup configurations in the application as required
• Understand the data model and become proficient in developing standard and ad-hoc reporting for the end users
• Create clear and comprehensive specifications for application modifications and new functionality additions
• Develop and execute comprehensive test plans to ensure the quality of applications prior to deployment
• Work with PO’s and members of the Tech / Development systems and IT teams to research complex issues when required
• Work with stakeholders to prioritize, document, and test enhancements to existing systems
• Mentor team members to provide support and guidance for complex topics
• Team management

YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Bachelor’s Degree with 14+ years of experience in a technical support and/or software development role.
• Experience supporting large corporate applications and systems. Experience in the HR domain highly preferred: Specifically, with Workday, Applicant Tracking Systems, Custom in-house applications, Saba Cloud Learning, IBM Kenexa Brassring, & etc. Good to have functional knowledge of end to end lifecycle of HR systems.
• Strong communication skills and ability to work closely with users and provide a high level of customer service in a friendly, professional manner
• Able to generate strong reports based on raw data (Strong Excel & PowerPoint Experience), ability to quantify large sets of data using SQL or other relational databases (preferred not required)
• Expertise in testing tools and methodologies
• Ability to develop an expertise of system functionality in order to serve as a subject matter expert for multiple applications within the team
• Prior experience in conducting live training sessions and troubleshooting with users and stakeholders. Ability to detect, triage, and resolve incidents in a timely manner with high customer satisfaction
• Experience in a Global environment preferred. As a heavily matrixed organization you will need to manage and can have the ability to work with co-located teams, management, and stakeholders.
• Solid project leadership skills with global systems development projects
• Report writing experience, preferably using an ad hoc query tool, coupled with a strong functional understanding of relational databases and Structured Query Language (SQL)
• Should have experience on Service Now Ticketing Platform.
• ITIL foundation / Intermediate / Expert certification.
• Global team management experience in running technical / functional support organizations background
• Proficiency in defining, negotiating and reporting on business aligned support/ managed service levels and KPIs
Problem solving, analytical skills and decision making
• Ability to apply advanced problem solving skills to new topics
• Ability to foresee problems and address proactively
• Ability to communicate and frame highly complex problems and recommended solutions
• Understands impact of problems/solutions on big picture
• Actively monitors and resolves issues

Communication, interpersonal and teaming skills
• Engages audience; projects self-assurance; strong presence
• Works positively and collaboratively with others and in teams; manages conflict appropriately
• Actively listens to others
• Manages conversations and meetings effectively; drives to decisions
• Adapts to different audiences
• Builds strong and lasting relationships
• Uses concise and effective written communication (documentation, emails, etc.)
• Demonstrates facilitation skills

Work management, organization and planning
• Ability to plan and manage projects or multiple work streams within a large project
• Takes initiative and prioritizes work independently
• Ability to manage work of team members, vendors
• Engages customers proactively

Leadership
• Creates positive and productive work environment and values contribution of others
• Balances control and delegation
• Motivates team/staff to work independently and deliver to the highest standards

YOU’LL WORK WITH

You will be working with a globally co-located team with colleagues based around the world. Since you will be based out our New Delhi office you will have the added benefit of being located where a lot of the “action happens” with key stakeholders & leadership on site. Occasional travel to worldwide BCG offices will be required.