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Senior Services System Engineer - Instant Ink

Company: HP
Location: Corvallis
Posted on: October 3, 2019

Job Description:

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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