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Service Delivery Consultant

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Job ID 133101 Date posted 07/16/2021 Location : Nanjing, China

Job Purpose and Impact

The Service Delivery Consultant will maintain, integrate and implement software applications within our organization. We seek an experienced professional to coordinate software application testing, quality assurance, configuration, installation and support to ensure smooth, stable and timely implementation of new software and updates to installed applications.

Key Accountabilities

  • Ensure information technology service operations with internal and external service providers is delivered against targets and contractual obligations and Participate in operating reviews with service providers inclusive of continuous improvement.
  • Develop and recommend improvements to advanced and complex application support processes and procedures.
  • Review, analyze and prioritize incoming incident tickets and/or user requests.
  • Keep an open channel of communication with users and respond to advanced and complex application support requests and needs.
  • Review and/or performs the programming, configuration, testing and deployment of fixes or updates for application version releases.
  • Independently handle complex issues with minimal supervision, while escalating only the most complex issues to appropriate staff.
  • Other duties as assigned

Qualifications

Minimum Qualifications

  • Bachelor's degree in a related field or equivalent experience
  • Minimum of four years of related work experience
  • Other minimum qualifications may apply

Preferred Qualification

  • 10 years of application maintenance and support experience
  • Experience in working across different technical teams and third party vendors in a global, managed IT services environment.
  • Experience dealing with digital solutions such as eCommerce, mobile applications platform, cloud based applications, customer portals and digital supply chain.
  • Experience in handling internal stakeholders across different business entities and departments.
  • Possess excellent written and verbal communication skills in Mandarin and English.

KEY BEHAVIORS

  • Make sense of complex, high-quantity, and sometimes contradictory, information to effectively solve problems.
  • Know the most effective and efficient processes to get things done, focusing on continuous improvement.
  • Apply knowledge of business and the marketplace to advance the organization's goals.

SKILLS AND EXPERIENCES TO BE GAINED

  • Experience independently conducting strategic and highly complex application support activities.

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