Director of Servicing and Automation

Director of Servicing and Automation

An acknowledged authority on business process integration, automation and servicing.  This individual will lead a team(s) responsible the delivery of services that help to ensure success of servicing, process automation, business workflow and enterprise tool integration.  Provides employee service-desk, onsite support, self-servicing, virtual & automated support. Optimizes the leverage of enterprise tool investments to improve employee productivity via business process automation, issue remediation and integrated servicing & support.  He/she will act as primary liaison with business units across the company requiring integration, automation and servicing expertise.  He/she will provide consultation to business partners and help to establish key metrics, strategies and standards that drive productivity improvement from automation, integration and servicing.  Experienced with Agile / Kanban methodologies, leading team(s) through all phases of the delivery process. He/she will draw on other teams and leverage resources from the broader Enterprise Services organization to successfully deliver on key initiatives that drive business value across the company.  They will enable business development efforts by providing subject matter expertise, domain leadership and their ability to resolve and simplify complex business process and servicing challenges.  This person will be a highly self-motivated team-leader that is a strong communicator, has exceptional customer service orientation and is an analytical problem-solver!

Principle Responsibilities:

• Establishes an enterprise-wide business process integration & automation vision & strategy
• Establishes an enterprise systems integration team to automate and integrate enterprise systems & applications across organizations and business processes, including HR, Finance, Operations and Sales.
• Adopts internal delivery methodologies (ITIL, Agile, Kanban) with measured success criteria to deliver continuous, iterative value
• Leads efforts to mature and evolve the technology servicing (ITSM) capabilities across the company via a distributed service-desk and production operations team
• Leads cross-functional initiatives that align with cultural and business objectives to improve employee productivity and satisfaction.
• Adopts ITIL / ITSM best practices for improved support & servicing
• Develop and document processes, policies and guidelines in support of the effective execution of product features
• Rationalizes redundant tool investments & defines investment & cost reduction strategies
• Automate & integrate systems that enable employee self-servicing, reducing the dependency on IT resources to configure, service & maintain daily operational demands
• Improves current tool implementations and investments (8x8, Teams, OneDrive, NetSuite, CRM / Sales, BI, etc.)

Essential Requirements:

• Strong project management, computer, proofreading, research and organizational skills. Proficient in Microsoft Word, Excel, PowerPoint and Outlook. Ability to work professionally and independently on assigned tasks and to complete assignments in a timely manner with great attention to detail. Strong writing and verbal communication skills. Ability to effectively communicate with corporate c-level, vendors and all levels of staff.
• Process focused with experience and expertise in delivery and maturity methodologies.

• Proficiency at creating technical documentation for projects and procedures utilizing Microsoft collaboration tools.
• Highly organized with the ability to manage multiple projects.
• Knowledge of computer hardware, including PC, Laptops and printers.
• Ability to articulate technical problems to both customer as well as adjacent technical teams in written and verbal forms.
• Working knowledge of a range of diagnostic utilities.
• Strong documentation skills.
• Three-to-five years of hands-on experience with NetSuite/CRM customizations and data migration
• Extensive experience as a business systems analyst
• Can demonstrate experience with CRM or ERP systems
• Can exercise strong problem-solving skills, and analytical thinking
• Has the ability to liaise with different departments and multiple business disciplines

Location: This position will be based in the USA (office or remote) and will require minimal travel.

Duration: This is a full time, permanent position.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

iSolved HCM provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state,

federal, or local law.  The company takes affirmative action to ensure that applicants and employees are treated during the application process and post hiring employment without regard to any of these characteristics.  Discrimination of any type is not tolerated

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