M&A Team Subject Matter ExpertThis is a backfill for our talent who just resigned. Please see internal notes.1. L1/L2 Service Desk experience/understanding (ITSM/ITIL Methodologies - Knowledge, Incident & Change management critical)2.
Service Transition/Readiness/IT Integration experience3. Gap analysis Bonus: Clinical support Experience/New technology adoption/Technical Project Management-Hardware/Migrating Equipment -Email Migrations -O365 Technical Support Design Event Readiness - Deployment -ServiceDesk -Technical M&A exp -ITIL/ITSM -Front End - Planning - What is coming -Change Management -Deployment Readiness Transition -Technical Expert to be engaged in IT integrations -Service Transition -KNow about servicedesk -PM skills -Preparing for the service desk piece Gap Analysis IntegrationThis position will serve as a subject matter expert for the Mergers and Acquisitions (M&A) Team, focused on supporting complex and escalated incidents related to integration efforts. This role plays a critical part to ensure all teams are ready to support new acquisitions as they are integrating and/or migrated to new technologies (Knowledge, Communications, Training, known issues, etc…).
You will act as a voice of the customer with a strong focus on customer experience while driving communications, integration efforts and technical support. The Ideal candidate should possess strong technical skills with a background in technology support along with basic project management skills.Primary Responsibilities:Identify, work and close out milestones assigned to themIdentify and document knowledge articles required for self-support, L1, and L2 teamsDocument and communicate acquisition activity to L1 and L2 teamsDevelop and manage relationships with support personnel, project leads, and M&A employees on new integration projectsTest end user communications, connectivity and newly introduced technology for M&A customersHelp define support operation process and procedures for the integrating acquired entityBuild/Coordinate training content for the training team for all projectsPerform high level training (depends on the scope of the project and the timing)Identify tools, automation, and self-service opportunities that need to be updated and or createdHelp establish reporting for integration activitiesGap/Data AnalysisDocument lessons learned and keep Knowledge, Processes, Policy up to dateFirst point of contact for M&A escalationsCoordinate operational and support readiness activities through use of policy/procedureRequired Qualifications:3+ years of experience preparing teams for support/operational readiness2+ years of experience working in a 1st or 2nd Level Support Environment2+ years of experience troubleshooting Microsoft Office Products (M365)2+ years of experience troubleshooting VPN and Home Networks2+ years of experience troubleshooting Windows 101+ year of experience supporting communications tools such as TeamsIntegration experienceYou will be asked to perform this role in an office setting or other company location.If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar approved symptom screener.