Global Manager of Support Operations and Enablement

It's fun to work in a company where people truly BELIEVE in what they're doing
- We're committed to bringing passion and customer focus to the business._

Key Responsibilities- Act as the ServiceNow administrator managing administrative tasks on the ServiceNow platform and working with Kyriba’s ServiceNow developer to manage the development and evolution of platform for Kyriba.- Centralize enhancements and new requirements for ServiceNow, gathering inputs from Support Regional Support management teams; documenting and prioritizing new developments.- Project manage all new ServiceNow developments assisting Kyriba’s ServiceNow developer; documenting clear set of requirements, monitoring progress, helping with testing, planning communication and preparing GoLive.- Document, communicate and plan training for the global Support team on new features and functionality that have been added to ServiceNow.- Identify and implement new Support processes and practices across the global Support team documenting, training and communicating them to all teams.- Review and revise existing processes and practices across the global Support team to ensure they are kept up to date, maintained, improved and documentation is available.- Plan and coordinate onboarding of new team members across the global Support team ensuring that a clear onboarding plan is in place and providing the right access to tools and and resources.- Maintain global monitoring process and log to ensure that we have a full view of our contractual commitments for Premium & Platinum customers; help to migrate these to an automated alert system.- Lead and Manage License Management Team in Warsaw- Review all regional new logo database requests and submit to License team for processing.-
- Approve any duplication of efforts on sandbox.-
- Assist with any clarification required on new/revised subscriptions that are unclear.-
- Document and direct on any new initiatives that the License team undertakes such as access requests for the Global Support team.-
- Manage special department projects such as the Monitoring Automation Project- Develop model for capturing current daily time (hours, FTEs, cost) spent on Monitoring Activities today.-
- Calculate our existing Capacity to deliver Monitoring contractual commitments against Demand.-
- Play key role in working with Product/R&D colleagues on the in-flight monitoring and automation.-
- Control and approve the Support article publications (Knowledge Base) in ServiceNow.- Work with other departments on the handover of the new products to Client Support including models of engagement, training and documentation.

Requirements/Skills- 5-8 Years of experience in Customer Support Delivery and Operations.- Certified ServiceNow Administrator.- Ability to work under pressure and high workload.- Good accurate record keeping abilities - detail oriented.- Excellent listening and communication skills, coupled with strong interpersonal skills.- Ability to take on new initiatives and build them into the customer service team’s workflow.- Problem solver, creative thinker, and not afraid to experiment.- Relevant Bachelor’s degree or better; preference for computer science /Finance or related degree.- Experienced and certified on Kyriba’s platform.- Prior experience in managing multi-location Customer Support center.- Flexibility to accommodate global conference call hours.- Up to 20% International travel.- Perfect English, French a plus.

Kyriba Culture and Values:

- Innovation: We foster innovation and entrepreneurial thinking across our team by rewarding employees for their achievements and encouraging efficiency and continual process improvement.
- Client Success: Our passion is to enable our clients’ success. We do this by understanding their needs, and developing and managing solutions that provide them the insight to effectively drive decision making within their organizations.
- Accountability: We each take personal responsibility for our actions. We are committed to our own continuous improvement and we go the extra mile to meet our clients' needs.
- Respect: We respect each other’s ideas, efforts and commitments, and embrace our diverse cultures and points of view. We achieve our goals through teamwork, responsiveness, open communication and a positive attitude.
- Excellence: We strive for excellence in all that we do and bring the passion and commitment to deliver on our promises. We achieve excellence through leadership, teamwork, transparency and integrity, and we are committed to recognizing employee achievements.

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