Support Transition Manager

AHU Technologies•Washington, DC

1d•$28 - $32•Hybrid

About The Position

The Support Transition Manager (STM) will be responsible for working with the Procurement Center of Excellence (PCOE) Manager to coordinate the transition of support from on-premises procurement modules to ERP cloud modules; monitor staff performance; provide oversight for daily work operations and related tasks; and resolve operational issues. ·As directed by the PCOE Manager and the PASS Modernization PMO, the Support Transition Manager shall coordinate with call center resources and employees to manage and report on daily call center operations; develop and coordinate the implementation of revised standard operating procedures; coordinate the implementation of PCOE requirements in the cloud system; coordinate the transition of PCOE support to the cloud environment; and provide oversight of call center operations and staff engaged in processing calls, emails, and remedy tickets. ·As directed, the Support Transition Manager shall monitor staff performance, work operations, and resolve operational problems to ensure the unit operates efficiently and effectively to meet performance measures. ·As directed, the Support Transition Manager shall report to the PCOE Manager and the PASS Modernization PMO on the status of the transition to Oracle Fusion Cloud, staff performance, work operations, and ticket resolutions to meet performance measures and/or service level agreements. ·As directed, the Support Transition Manager shall ensure that calls for service are answered in a prompt, courteous, professional, and accurate manner and ensure information provided to customers is accurate and complete. ·As directed, the Support Transition Manager shall act as a liaison to District agencies and vendors interested in doing business with the district. ·As directed, the Support Transition Manager shall coordinate with other PASS Modernization Project resources and stakeholders to manage and support the design and development of revised process guides and quick reference guides for call center operations. ·As directed, the Support Transition Manager shall manage, develop, and coordinate ERP cloud training and training curriculum for call center staff and resources. ·As directed, the Support Transition Manager shall attend, coordinate, facilitate, and document meetings related to call center operations and the PCOE’s transition to ERP cloud support. ·As directed, the Support Transition Manager shall perform other related duties as assigned.

Requirements

Bachelor’s degree in Information Technology or related field or equivalent experience
Call center experience at a managerial level
PMP certification
Experience in a procurement-based environment
Willing to work onsite 4 days a week
Call center experience
Experience in a procurement-based environment

Responsibilities

coordinate the transition of support from on-premises procurement modules to ERP cloud modules
monitor staff performance
provide oversight for daily work operations and related tasks
resolve operational issues
coordinate with call center resources and employees to manage and report on daily call center operations
develop and coordinate the implementation of revised standard operating procedures
coordinate the implementation of PCOE requirements in the cloud system
coordinate the transition of PCOE support to the cloud environment
provide oversight of call center operations and staff engaged in processing calls, emails, and remedy tickets
monitor staff performance, work operations, and resolve operational problems to ensure the unit operates efficiently and effectively to meet performance measures
report to the PCOE Manager and the PASS Modernization PMO on the status of the transition to Oracle Fusion Cloud, staff performance, work operations, and ticket resolutions to meet performance measures and/or service level agreements
ensure that calls for service are answered in a prompt, courteous, professional, and accurate manner and ensure information provided to customers is accurate and complete
act as a liaison to District agencies and vendors interested in doing business with the district
coordinate with other PASS Modernization Project resources and stakeholders to manage and support the design and development of revised process guides and quick reference guides for call center operations
manage, develop, and coordinate ERP cloud training and training curriculum for call center staff and resources
attend, coordinate, facilitate, and document meetings related to call center operations and the PCOE’s transition to ERP cloud support
perform other related duties as assigned