Senior Services System Engineer - Instant Ink
Posted on: October 3, 2019
HP is hiring a Senior Services System Engineer based in Vancouver,
WA to support our rapidly growing Instant Ink Subscription service.
We-re looking for an individual with experience launching and
supporting services businesses to help us maintain and continually
improve the quality of service for our customers. In this role, you
will be representing the operations team as Instant Ink continues
to expand its offerings and footprint. As part of a program team
you will define requirements for ink fulfillment, customer support
and daily operations. As we launch new services you will be the
expert in responding to complex technical defects that impact order
fulfillment, error in billing, security, service availability,
enrollment, account management and product class issues. Using your
deep understanding of our systems and processes you create and
redefine processes to improve efficiency and customer satisfaction.
Working with cross functional partners you conduct triage, root
cause analysis, collaborate on customer communications, close cases
quickly and perform retrospectives. You partner closely with RD,
Quality, and marketing to represent the customer in new product
releases and defect assessment. KEY RESPONSIBILITIES Define
operational requirements for new services and ensure operational
readiness at launch Lead resolution of escalations that impact
order fulfillment, billing, security, service availability,
enrollment, account management and product class issues. Diagnose,
triage and qualify defects, assist and track to resolution of
defects. Identify and implement projects to improve operational
efficiency, system design, and customer satisfaction. Assist with
business rule creation and evolution. Coordinate activities of
engineering support staff. Identify system requirements for new
feature implementations Enable team delivery against key
performance indicators (customer retention, NPS, cost targets).
Leverage recognized domain expertise, business acumen, and
experience to influence decisions of executive business leadership.
EDUCATION AND EXPERIENCE REQUIRED BABS in engineering, computer
science, management information systems or equivalent experience.
10+ years experience in systems engineering, IT systems support
role. 5+ years experience in project management, PMP certification
a plus. At least 3 years experience in a B2B customer facing role.
Experience supporting systems within a services business highly
desired (e.g., Managed Services, IT services, Managed Print
Services) . KNOWLEDGE AND SKILLS REQUIRED Experience with managed
services and supporting infrastructure. Demonstrable history of
working with IT in complex systems. Zealous approach to problem
solving, forensics skills, root cause analysis, and able to drive
issues to quick resolution. Excellent project management skills.
Highly organized, able to manage multiple issues, own their
resolution. Strong communication skills ability to communicate
technical issues intelligibly, in writtenoral form, to colleagues
and customers with varied technical backgrounds. Able to anticipate
problems from a systemic perspective, gather data insights to
influence cross functionally to prevent reoccurrence. Background in
process creation and enhancement. Maintain technical files and data
reports. Strong collaboration and interpersonal skills and ability
to influence constructively across functions, work successfully
with virtual teams, across WW time zones. Strong analytical skills
Knowledge of databases, Qlikview, Tableau, or similar platform and
tools. Working knowledge of SQL a plus. Familiar with support
ticket environment, well versed in the use of incident management
tools such as Jira, Careforce, Onepage, MS Dynamics. Ability to
work in new, fast-paced environments. LI-POST
Keywords: HP, Corvallis , Senior Services System Engineer - Instant Ink, Other , Corvallis, Oregon
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