- acts as the single-entry point for all Offer Data users, with the mandate of maximizing user adoption & experience
- provides data & solution support, data monitoring, user trainings & communications
- manages user communities thanks to Networks of Excellence The "Offer Data E2E Americas Support Lead" is responsible for:
- Supporting the PIM ecosystem data as an End-to-End Service, focusing on efficiency, availability, usability, and adoption
- Managing relationships with Americas business stakeholders and users of the Schneider Electric PIM (Product Information Management) ecosystem, hence ensuring customer satisfaction
- Leading Americas Level 1 &2 Data Support team (2 resources in Mexico), delivering customer support on Offer Data in Americas time zone (5 days/week, Monday to Friday)
- Ensuring a close working relationship & collaboration with Level 1 &2 Support teams based in India (responsible for covering Asia & Europe time zones). Responsibilities & Duties 1.Deliver Level 1 & Level 2 Data Support to Americas PIM ecosystem stakeholders
- Ensure management of support tickets (incidents & service requests) related to the PIM ecosystem data, within the defined Service Level Agreements (SLAs) and quality standards
- Coordinate the resolution of high priority and complex issues, including Critical Incident Management (unplanned downtimes, data loss or corruption, unavailability of critical business functionalities, )
- Lead the end-to-end impact assessment, root cause analysis, corrective & preventive action plans
- Manage communications to impacted stakeholders (management, end-users & consuming applications) until full resolution
- Support Line of Business and Country user communities (Data Architects, Country Champions, ) in improving their autonomy & proficiency while using our tools & processes (via user assistance, process documentation, training, Networks of Excellence, )
- Boost adoption & user experience by acting on identified user pain points
- Proactively identify and solve issues to minimize user impact and business disruption 2.Manage relationships with Americas business stakeholders
- Act as the escalation point for any Americas Support requests or issues
- Ensure customer satisfaction of key Americas business stakeholders (e.g. NAM Digital Customer Relationship, Secure Power, Digital Energy, ...)
- Manage required instances with each business audience (from weekly operational reviews to quarterly business reviews with management) 3.Lead Offer Data E2E Americas Support team
- Drive the day-to-day deliveries of the Americas Support team (priority & workload management)
- Secure proper issue analysis, reproduction & troubleshooting, before routing tickets to the next level of Support
- Produce required ticket & SLA/SSA reporting to assess team performance & efficiency
- Manage team competences, identify and launch required upskilling initiatives (mentoring/coaching, training, ...), drive team towards autonomy in their day-to-day activities, on-board newcomers
- In the frame of Project or Release Go Lives, lead or strongly contribute to the "Move to Run" preparation & execution: design of new/adapted Support models & Run processes, hypercare, "Train The Trainers" / "Train The Users" (TTT/TTU) strategy Abbreviations & Acronyms PIM A Product Information Management system is a data management tool, allowing to create, maintain and enrich product information
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Offer Data E2E Americas Support Lead - Chiapas, México - Schneider Electric Norge As
Descripción
Schneider Electric creates connected technologies that reshape industries, transform cities and enrich lives.Our 135,000 employees thrive in more than 100 countries.
From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations.
Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment. Great people make Schneider Electric a great company.Purpose of the position As part of Data & Performance (Governance), Offer Data Domain's mission is to improve customer experience and accelerate decision making on Offer Data End to End through a set of governance, standards & solutions to deliver trusted Offer Data from design to end-of-life, while securing simplification of our Standard Offers.
Within this Data Domain, the "Offer Data End to End Support & Adoption" team:Benefits:
Centralized product information; Structured and reliable data; Single source of truth for multiple data consumers ensuring coherent data and avoiding multiple data entry (ex: web site, software)
Schneider Electric's PIM gathers 2200 users (from Lines of Business and Countries), assigned to 15 distinct PIM roles (as data contributors or data consumers).
Experience & Key skills Essential · Experience in Data Management and with Enterprise Master Data Management Solutions · Work experience in Support & Service Management · Experience in team management · Strong customer & business process orientation · Strong root cause analysis and problem-solving skills · Excellent communication & coordination skills (including executive communication) · Strong data analysis skills (using Advanced Excel or equivalent) · Ability to effectively organize and deliver multiple initiatives simultaneously · Ability to work in a cross cultural and complex environment Desirable · Experience or knowledge on the Schneider Electric PIM ecosystem · Understanding of Offer data supply chains (web, consumer apps, distributors, operations/ERPs, BI/analytics...)
· Knowledge of SupportSchneider (Service Now) and Jira ticketing tools · Knowledge of SQL and relational databases · Infrastructure and monitoring knowledge, allowing to perform basic infra support Personal qualities & behavioral traits Essential · Proactivity & autonomy · Reliability, accountability & transparency · Strong leadership skills · Result-oriented team player · English (spoken & written) is mandatory Desirable · Other language than English could be a plus Location of the mission Main location Monterrey, Mexico Desirable Possibility to travel to other key Schneider Electric locations Academic & qualifications Essential Bachelor's degree in Computer Science, Data or IT related field with 5 years' experience in Support/Service Management & Data Analysis Schedule:Full-time Req: 008KJT J-18808-Ljbffr
