M&A Team Subject Matter Expert
This 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 experience
3. 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 Integration
This 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 them
- Identify and document knowledge articles required for self-support, L1, and L2 teams
- Document and communicate acquisition activity to L1 and L2 teams
- Develop and manage relationships with support personnel, project leads, and M&A employees on new integration projects
- Test end user communications, connectivity and newly introduced technology for M&A customers
- Help define support operation process and procedures for the integrating acquired entity
- Build/Coordinate training content for the training team for all projects
- Perform 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 created
- Help establish reporting for integration activities
- Gap/Data Analysis
- Document lessons learned and keep Knowledge, Processes, Policy up to date
- First point of contact for M&A escalations
- Coordinate operational and support readiness activities through use of policy/procedure
Required Qualifications:
- 3+ years of experience preparing teams for support/operational readiness
- 2+ years of experience working in a 1st or 2nd Level Support Environment
- 2+ years of experience troubleshooting Microsoft Office Products (M365)
- 2+ years of experience troubleshooting VPN and Home Networks
- 2+ years of experience troubleshooting Windows 10
- 1+ year of experience supporting communications tools such as Teams
- Integration experience
- You 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.