Operational Support - Process & Capabilities Manager (Job #1448906)

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Education and Experience Required

First-level university degree or equivalent experience; may have advanced university degree.
Typically 4-6 years of related experience in IT/business operations.

Typically 3-5 years of project management experience.

Quality improvement training required.


Knowledge and Skills Required

Thorough knowledge of company operational processes, industry trends, and customer/partner requirements.

Broad understanding of core company businesses and the revenue cycle.

Strong communication skills (i.e. written, verbal, presentation). Mastery in English and local language as well as other languages as required.

Strong knowledge of process area, experience with process improvement projects and ability to provide suggestions for process improvements.

Demonstrated project management, problem solving, and analytical skills

Strong background in order management and customer setup related processes

Lean Six Sigma quality improvement training required

Basic financial acumen and advanced business knowledge – cross RTM is desirable

PC and Microsoft Office tools knowledge

SAP knowledge/experience is preferred

1. Second Level Support

 Assists Level 1 support, when needed, in issue qualification or routing ( process, IT, operational)
 Assumes accountability of Level 1 support metrics - analyzes and tracks performance
 Defines together with Level 1 actions/plans to improve metrics and performance and oversees implementation
 Does root cause analysis for recurring issues
 Defines workarounds; drives for permanent system fixes and corrective actions
 Logs issues to IT Support or respective process owner when/if needed
 Escalation/Crisis management (systems downtimes, system errors in data processing, misuse of systems/processes, etc.)
 Seeks cross RTMs solutions when necessary and links to process engineering teams
 Plays a proactive role in communications management on escalations and conveys messages clearly and succinctly to the stakeholders within defined frames and in a timely fashion
 Facilitates business and IT interactions and organizes ad-hoc meetings in an effort to analyze the issues and define the best course of action to solve them
 Acts as a general interface between operations and IT
 Highlights knowledge gaps to the training team and issues ad-hoc training docs where standard documentation is not covering
 System table maintenance where in scope

2. Process maintenance and consulting

Acts as a point of contact for a specialized process area
Provides day-to-day informal consulting to the operational team for cases not covered in documentation, consider possible ways to solve the situation respecting systematic possibilities and audit requirements, validate proposals from users/team-leaders, if unsure validate with process owner
 Subject matter knowledge on internal processes and broad knowledge of the end-to-end process of sales operations enabling to represents team as a subject matter expert on internal processes to other functions and organizations
 Responsible for process maintenance for defined systems and processes
 Drive system configuration changes for legal, business and audit requirements across RTM's - Routes to Market - (e.g. Financial Year End activities, Payment terms changes, VAT changes, etc.)
 Represents the needs of the business during process improvement or IT led projects
 Identifies recurring problems and initiates improvements projects
 Contributes in process engineering activities and projects
 Owns the research and data analysis for moderately complex projects
 Utilizes standard project management and quality improvement methodologies as appropriate
 Collaborates with operational teams and business stakeholders to gather business requirements, supporting the design of new or improved processes of medium complexity, and understands business/customer impact
 Communicates project status, process standards and changes and workarounds, clearly and succinctly to business and operations teams
 Give feedback and cooperate with Process Engineers for the creation of training documentation for new processes

3. Testing

 Participate in new process & tool release implementation
 During implementation of enhancements/changes/updates for regional tools/systems/assets ensures business test scenarios for are executed and validated
 Helps with definition of test cases when required/needed
 Provides UAT sign offs, observing general acceptance rules
 Ensure user-impacting system changes are properly communicated
 Give feedback during and post implementation