Business Advisor/Delivery Support - Resource Analyst

Job description

Successful candidate will be a SME / Individual Responsible to provide support to the field and all business units on all issues related to field SSR resource levels, utilization and productivity. Collaborate, support and expand activities to evaluate, identify and support optimal field resource levels to meet service delivery and financial objectives. They will be able to transition initial resource request to be reviewed/approved by Executive Board incorporating US and CA under one North American view. Will maintain all weekly and monthly reporting to meet current requirements.

Will provide expert level support and program management to the Network Neighborhood tool, models and suite application. Be able to identify, update and implement maintenance, functional updates and enhancements to the tool to support and improve user experience. Will work with Service Office management teams as Network Neighborhood SME to identify and recommend resource management efficiencies to maximize service cell coverage as needed. Will also be able to expand business analytic tools and capabilities beyond Network Neighborhood in tools such as SPSS and Watson analysis.

Will lead by example and collaborate with other IBM organizations, clearly communicating to avoid or resolve client issues and critical situations quickly and effectively. Continue to support GDC organizations as required. Identifying and implementing Automation opportunities is a high focus in this position. The employee will guide functional objectives as needed.

Skills:
Have the ability to use system applications shown under Tools/Applications after training.

Must be able to develop relationships with key personnel in TSS, Service Delivery Field and all cross functional teams & organizations. Must be able to listen to customers' needs and respond with urgency and professionalism to provide quality results that exceed customer expectations.

Environment:
Professional knowledge related to incumbent's function/business unit and its processes.
Communication/Negotiation:
Advise other professionals. Effectively utilize group dynamics. Negotiate to define approaches and goals.

Problem Solving:
Recognize complex problems related to functional objectives. Analyze situations and implement solutions, or develop new system elements, procedures or processes. Creativity and judgment applied to developmental work on different projects within the business environment.

Contribution/Leadership:

Provides ongoing perational guidance to lead professional work teams, conducts special projects, or manages department(s) (national or international). Understand department/ functional mission and vision. Defines and decides objectives within specified business concept or project and may have responsibility for tools and assigned resources. Utilizes expertise to directly influence people outside department or function. Sometimes no precedent exists.

Impact on Business/Scope:

Accountable for organization's results and for activities and/or projects involving multi-functional teams. Regularly participates in overall functional program planning. Activities are subject to business measurements, impact customer satisfaction, and impact project costs or expenses.

Requirements:

3 Years' Experience – TSS Field Service Delivery, Leadership
Proficient with Network Neighborhood tool
Computer Science/ Programming/ Business Analytics background
SPSS and Watson Analytics
SQL proficiency
General knowledge of Lotus Notes, MS Office (word, excel), SLACK, CISCO WEB conferencing
AA degree or Equivalent
Have the ability to use system applications after training.

Must be able to develop relationships with key personnel in TSS, Service Delivery Field and all cross functional teams & organizations. Must be able to listen to customers' needs and respond with urgency and professionalism to provide quality results that exceed customer expectations.

Clear understanding of Maintenance & Technical Services Infrastructure.

English: Fluent
Auto req ID

320607BR
Required Education

Bachelor's Degree
Role ( Job Role )

Technical Support Professional
State / Province

JALISCO
Primary job category

Software Development & Support
Company

(0178) IBM Servicios Profesionales, S. de R. L. de C.V.
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

GUADALAJARA
Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Successful candidate will be a SME / Individual Responsible to provide support to the field and all business units on all issues related to field SSR resource levels, utilization and productivity. Collaborate, support and expand activities to evaluate, identify and support optimal field resource levels to meet service delivery and financial objectives. They will be able to transition initial resource request to be reviewed/approved by Executive Board incorporating US and CA under one North American view. Will maintain all weekly and monthly reporting to meet current requirements.

Country/Region

Mexico
Preferred Technical and Professional Experience

Requirements:

3 Years' Experience – TSS Field Service Delivery, Leadership
Proficient with Network Neighborhood tool
Computer Science/ Programming/ Business Analytics background
SPSS and Watson Analytics
SQL proficiency
General knowledge of Lotus Notes, MS Office (word, excel), SLACK, CISCO WEB conferencing
AA degree or Equivalent
Have the ability to use system applications after training.

Must be able to develop relationships with key personnel in TSS, Service Delivery Field and all cross functional teams & organizations. Must be able to listen to customers' needs and respond with urgency and professionalism to provide quality results that exceed customer expectations.

Clear understanding of Maintenance & Technical Services Infrastructure.

English: Fluent
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

3 Years' Experience – TSS Field Service Delivery, Leadership
Proficient with Network Neighborhood tool
Computer Science/ Programming/ Business Analytics background
SPSS and Watson Analytics
SQL proficiency
General knowledge of Lotus Notes, MS Office (word, excel), SLACK, CISCO WEB conferencing
AA degree or Equivalent
Clear understanding of Maintenance & Technical Services Infrastructure.

English: Fluent
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
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About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
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