Global Scheduling Service Systems And Tools Expert

The Global Scheduling Service Systems and Tool Expert is the business owner for current and future scheduling tools owned by the Customer Service Organization (CSO).

This global role, part of the Service Operations Center, focuses on the development of new tools and on technical operations. It balances project and operational work to support diverse stakeholder groups across projects, the Global Service Contact Center (GSCC) and Service Operations.

In this role you will participate in both investment and operations-based projects as a Subject Matter Expert related to Scheduling systems and tools. You will also provide deep support to troubleshoot, identify root-cause and resolve end user issues. You will deliver using your technical and process knowledge and through cross-functional collaboration. You will work closely with the Global Scheduling Service Program Manager and Business Operations Business Process Analysts. You will partner with others in Service Operations, IT, PMCoE, the CSO Field, COpC, and others as needed.

The successful candidate will play a significant role in the OneConnect Program, working globally and cross functionally, as the Lead accountable for the delivery of the Intelligent Scheduling Track (IST). This will require not only leadership expertise but also negotiation and communication skills. You will lead workshops, reviews, and deep dives – always keeping requirements and expectations from Stakeholders in mind.

In this role you will:

• Perform root cause analysis, risk analysis, risk mitigation/contingency planning, problem identification, and technical solution recommendations for defect and change request evaluation.
• Be an active member of the CSO BPA & PM Community, sharing best practice, technical knowledge, and standards across the organization.
• Perform day to day operational management and support of scheduling systems and tools.
• Ensure documentation related to Scheduling technology is created in a timely manner and kept current.
• Deliver IST via a two-in-the-box model with IT and in partnership with a PMCoE Project Manager. This will be done in collaboration with BPAs and a team of internal and 3rd party subject matter experts.
• Partner with the IST Track team, OneConnect PMO and Communications/Training Teams to create and ensure delivery of proactive communications and trainings to Agilent’s scheduling agent installed base.
• Identify opportunities for Scheduling system improvements. Create and submit business case documentation to gain approval for improvement projects.
• Translate business requirements to IT as part of BP95s/MD50s and CR.
• Negotiate functional requirements and solution build conflicts.
• Lead the OneConnect IST Track to design, build, test, roll-out and transition to Operations the next generation of Service Scheduling and Skills Management Tools.
• Partner with BPAs to ensure that Scheduling technology works correctly to support business process, such as identification of the right resource to be assigned to deliver an onsite solution.
• Create and deliver routine status updates to Managers, Sponsors and Stakeholders to ensure alignment and ongoing support.
• Lead recurring series of Scheduling Subject Matter Expert meetings.
• Manage projects and operational Stakeholder expectations and deliver according to agreed-upon scope and timelines.

Qualifications

• Experience or first understanding of SAP FSM beneficial.
• Strong presentation and communication skills. Must be able to present to Executives as well as to act as connector between multiple Stakeholders and functions.
• Proven ability to balance and prioritize responsibilities in accordance with business, project and team needs.
• Knowledge of GSCC or GCFS Scheduling processes is a plus.
• Ability to intake and assess a broad range of input from multiple diverse Stakeholders and drive to solution or issue resolution.
• Strong analytical, creative problem-solving and data-driven decision-making skills.
• Bachelor’s or Master’s Degree in Science, Business, or Information Technology/Computer Science.
• Experience in support and escalation management, either process or technical. Experience working with IT strongly desired.
• Flexibility to support extended working hours due to the global nature of the organization and projects.
• Working knowledge of Agilent business system data flows and system interconnectivity.
• Highly collaborative team player and value driven work/leadership style in a global, cross-functional team. Must foster and promote teamwork across a multinational, matrixed environment, countries, and cultures.
• Deep knowledge of SAP CRM and SAP MRS. Knowledge of SRPS and QLIK/SpotFire is a plus.
• Excellent time management skills; able to work independently with minimal guidance.
• Previous experience translating business demands into functional and design documentation for ultimate implementation in SAP Cloud
• Typically, at least 8+ years relevant experience in Scheduling, Technical Project Management, IT and/or Business Leadership. Project Management certification is a plus.

Agilent employees in this customer-facing role in the U.S. and Puerto Rico are required to be fully vaccinated against COVID-19 and comply with any additional applicable customer health and safety requirements (e.g., COVID-19 boosters, testing, etc.), unless an approved exemption has been granted for a medical reason, sincerely held religious belief, or an employee is otherwise exempt under applicable law. Other Agilent employees may be required to be vaccinated against COVID-19 in accordance with applicable law.

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030.

For more information about equal employment opportunity protections, please see all of our notices for EEO below.

Pay Range

$105,840.00-$195,143.00

The salary range for this position may differ based on your actual work location.

Eligible For Company Car

No

Benefits In Brief

Option to Work Remote

Yes

Travel Required

Occasional

Schedule

Schedule:Full time

Shift

Day

Duration

No End Date

Job Function

Services & Support