Service Planning Sr. Analyst
Quest Software
Panama City, PA
hace 3 horas

Overview

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems.

Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation.

With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.

A service planner develops, documents and implements worldwide support delivery plans to ensure customers receive seamless software support for their licensed offering.

Working with service delivery management, product developers, brand managers, finance, as well as technical sales and marketing as the support liaison between these business units.

Service planners support, shape and redefine Service Delivery processes, ensuring consistency for customers.

Responsibilities

  • Plans, manages, and coordinates Support's product release process for all assigned products to ensure the global support staff is prepared to provide quality support to all customers.
  • 75%) Activities include :

  • Represents Support in the release planning process by attending product direction meetings and product integration meetings for the purpose of understanding the overall release plan.
  • Communicates collected information to the appropriate global support teams. (5%)

  • Project manages the end of life process for assigned products. (10%)
  • Responsible for preparation of Release Notifications and Critical Notifications for assigned products. (5%)
  • Participates as a proactive member of the support Release Management team and maintains high standards of excellence and a strong work ethic.
  • Identifies potential problems and has a proactive nature in identifying and resolving various issues. (5%)

  • Trusted support advisor providing strategic perspective to the support management team-Influence Project Team, product, and support by incorporating metrics / post-
  • release analysis into planning activities and business impact decisions-Drive yearly Quality Plan; analyze, project support tickets, defects, generate continuous product quality improvement-

    Develop Business plan for Social media initiative, address social media business needs, promote and access / report progress.

  • Determine areas of support to improve upon customer support targets
  • Influence Project Team, product, and support by incorporating metrics / post-release analysis into planning activities and business impact decisions -

    Drive yearly Quality Plan; analyze, project support tickets, defects, generate continuous product quality improvement -Develop Business plan for Social media initiative, address social media business needs, promote and access / report progress.

  • Determine areas of support to improve upon customer support targets
  • Qualifications

  • Experience equivalent to a 4 year university education with an emphasis in information systems, computer science or related field.
  • 3+years of experience working in a technical support / customer support environment with an emphasis on product release planning
  • Proven record of success and operational excellence working for a global, high-growth organization
  • Strong organization and operational skills
  • Strong problem solving skills
  • Strong project management skills
  • Knowledge of Microsoft Office applications
  • Excellent interpersonal and verbal and written communication skills
  • Possesses a strong customer service orientation with the ability to listen, work through issues, and resolve problems
  • Ability to work with multiple teams of people to ensure a successful roll out of a new product release
  • Ability to travel up to 10% of work time
  • Frequently required to sit for extended periods of time including the operation of a computer
  • Frequently required to read, write, perform math, and operate normal office equipment
  • Company Description

    Quest Software enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive their businesses forward.

    With over 2,500 team members around the globe, we intend to continue to grow revenues and add value to customers. When you join our team, you will have the opportunity to build and develop products at a scale few others can provide.

    Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses.

    Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

    Why work with us?

    Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind : Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

    Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.

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