Advanced Administration & Support Foundation CSC

Advanced Administration & Support Customer Solutions Center (CSC) SME

Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

At HPE, you’ll build the future—one big idea at a time. Ready to unleash your professional potential? You’ll use your experience and scientific knowledge to develop, modify, design, and test products, software, systems, and processes. And you’ll help drive our growth as a technology leader. If solving the world’s biggest challenges sounds like the right career path for you, read on.

HPE Technology Services (TS) guides customers to the New Style of IT by transforming and supporting infrastructure that enables optimal business outcomes. Our vision is to be the undisputed leading provider of Enterprise Technology Services through our constant innovation and customers-for-life mindset. We advise our customers by helping align their IT strategy to business value. We transform their IT landscape and provide a safe journey for our customers on their way to the New Style of IT. We deliver agility and flexibility to our customers, while also ensuring security and stability, reducing risk and delivering unmatched value.

Advanced Administration & Support Customer Solutions Center (CSC) SME

The Business Process & Quality’s (BPQ) Advanced Administration & Support (AA&S) function is a Centralized 24×7 support for new GSD Workflow platform. It comprises a tiered 3 level approach, where:

  • L0 – First level support, entry point for workflow tools and process questions and issues
  • L1 – Basic Support Admin planned and unplanned platform support
  • L2 – Advanced Admin support for GSD Business that drives & manages the platform. It also is also the escalation path to HPE-IT and/or 3rd party software suppliers

The job is to cover AMS shift, the preferred job location is Bangalore or Chennai. But, we are open to consider candidates in other locations (e.g Sofia) working AMS shift.

Familiarity with CSC process will be highly valued (e.g. CSC Agent experience)

Detailed Description:

The Advanced Admin CSC SME is a key member of the AA&S Team that will develop deep technical understanding of the Salesforce implementation that will be adopted for the Foundation Value Stream (also known as CSC – Customer Solutions Center). The Salesforce platform was deployed as part the GSD Workflow Transformation Platform, includes Salesforce –Service Cloud & Chatter, Click –for dispatching, also part of Foundation Value Stream, & Financial Force –Solution Value Stream.

Engaging closely with other teams in the BPQ (e.g. PII, ITID, MoC), colleagues in other areas of AA&S Team, and the GSD Foundation SMEs, you will be accountable develop a plan that will deliver operational support to the Americas region user community, enabling successful releases of the tool. The Support plan also includes the design & execution of proper knowledge transfer plan between the development and AA&S support tiers

As CSC SME will participate in Conference Room Pilot CRP’s Testing & Business Validation, ensuring that the issues detected are properly solved.

The CSC SME not only will develop a deep SFDC technology understanding but also need to comprehend the business process the solution supports so he/she can offer technical troubleshooting for production issues.

In addition to being technical savvy & a fast learner, the role also requires excellent communication skills, attention to detail, clear documentation and results tracking.

The key responsibilities of the Advanced Admin SFDC SME are 3 fold:

  • MTP readiness – ensure Foundation value stream needs are taken into account on Platform Configuration. These needs to be fulfilled according to release & deployment plans (lead by ITID PMs)
  • L2-L3 Support: Provide with timely solutions to complex operational issues. This might require interactions with other AA&S SMEs, Development teams, IT and/or vendor Support (SFDC)
  • Platform COE – engage in the creation of GSD Platform COE (Center of Expertise). The Foundation SME will need to develop deep technical knowledge (out of the box features) because the COE will act as the configuration platform advisors during GSD Workflow Transformation and afterwards, enabling the GSD platform evolution.

In summary, the CSC SME will:

  • Need to develop a thorough understanding of the solution & processes, to be able to understand & anticipate the supportability needs that the GSD business community will be expecting to be fulfilled
  • Design/coordinate with other AA&S platform SMEs the necessary knowledge transfer to all support tiers prior to deployment
  • Participate in the CRP’s UAT & Business Validation, raising technical issues to the development teams & ensure those are solved with the appropriate fixes/change requests
  • Participate as technical advisor for the post-warranty sign-off, from which point the Release is considered into full production
  • Perform Configuration changes in the SFDC platform that might be required to enable operations
  • Actively participate in the ‘all-hands-on-deck’ meetings that are used to manage infrastructure escalations. It might require interactions with other teams (HPE IT & vendor support teams), and depending on complexity, to involve other AA&S SMEs (for additional knowledge & to enable a follow-the-sun approach)
  • Participate in the AA&S SLA Support reviews, with an attitude focused on quality & continuous improvement
  • Be attentive to any Platform Support improvement opportunities in the Foundation domain areas, taking into not only the support operations results (e.g. improve knowledge of L0 Team, opportunities for administrative automation), but the user community needs (e.g. self-service, FAQ development, etc.)

Education and Experience Required:

First Level University degree. 5 years in like in service delivery technical/business roles

Knowledge and Skills Required:

  • Demonstrates an in-depth knowledge of key GSD business working practices and operational policies, processes and methodologies
  • Solid network of business contacts in GSD
  • Strong communication and presentation skills
  • Proven ability to work and collaborate virtually
  • Salesforce Advance Administration Certification will be a strong plus
  • Hewlett Packard Enterprise Values:

Partnership first: We believe in the power of collaboration – building long term relationships with our customers, our partners and each other

Bias for action: We never sit still – we take advantage of every opportunity

Innovators at heart: We are driven to innovate – creating both practical and breakthrough advancements

What do we offer?

Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at www.hpe.com/careers

You can also find us on:

https://www.facebook.com/HPECareers

https://twitter.com/HPE_Careers

Education and Experience Required:

First Level University degree. 5 years in like in service delivery technical/business roles

Knowledge and Skills Required:

  • Demonstrates an in-depth knowledge of key GSD business working practices and operational policies, processes and methodologies
  • Solid network of business contacts in GSD
  • Strong communication and presentation skills
  • Proven ability to work and collaborate virtually
  • Salesforce Advance Administration Certification will be a strong plus

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