About the position
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat. Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.
Responsibilities
- Oversee the day-to-day delivery, ongoing support, maintenance, and optimization of an SAP system after its initial implementation.
- Implement new solution capabilities, process improvements, testing, defect/issue resolutions, and communication with the client.
- Provide industry best practices (ITIL) processes and procedures, as well as enforce the overall governance model for Helpdesk operations.
- Design both short term and long-term strategies for continuous improvement in supporting operations for our agencies.
Requirements
- Extensive experience working as a Sustainment Lead in an ERP or SaaS environment providing guidance and support to operations personnel.
- Experience leading large, complex projects involving multiple customer stakeholders and a distributed, cross-functional team that includes subcontractors and part-time SMEs.
- Advanced experience engaging with client stakeholders and customers to determine appropriate process improvements.
- Experience managing Service Level Agreements and Ticket queues in support of Sustainment operations.
- Must have the ability to obtain and maintain a Public Trust security clearance.
Nice-to-haves
- Experience managing large scale ERP transformation projects from end-to-end (requirements gathering, deployment, O&M); managing operational processes and systems.
- Experience with ERP Shared Services.
- Experience using and operating a Sustainment operation with a ServiceNow ITSM solution.
- Project Management Professional (PMP) Certification.
- Extensive Federal expertise.
