IT Issue Resolution Lead/Expert/Specialist Full Time

Boston Consulting Group
WHAT YOU’LL DOAs the IT Issue Resolution Expert/Specialist, you will be part of the Issue Escalation & Response Center of Excellence (CoE) – a function that will be responsible for leading and resolving escalations resulting from BCG internal customer issues.
These may be related to customer escalations or experience, products and services or any other related topics.
The Issue Escalation & Resolution CoE is a member of the IT Service function.

The purpose of this role is to provide executive-level attention for identified problems, incidents, and escalations, and be responsible for managing and driving those highly visible issues that would otherwise result in a high level of customer dissatisfaction, to resolution.

To do this, you will engage with all key stakeholders across the business, from Level 1, our Service Center, all the way through to Level 3, which includes the Engineering Squads and Product Owners, to drive faster resolution and increased customer satisfaction.

You will also engage with internal users and the more senior members/leaders of BCG, ultimately working with teams to identify root cause and prevent them re-occurring.

You will drive operational excellence in management of incidents, problem tickets and request fulfilment in accordance with established BCG ITSM processes and standards.
You will create / maintain documentation related to these issues, including configuration, monitoring, process, knowledge base articles and training materials, educating and training other IT team members
Additionally, you will participate in and add value to projects and initiatives as requiredYOU’RE GOOD AT

• Taking ownership of issues and delivering timely results of the highest standard
• Strong analytical thinking and problem solving, you pay attention to the details and can identify and perform root cause analysis
• Articulating technical information to non-technical stakeholders
• Lateral thinking, potentially using bespoke solutions where needed
• Leveraging your experience and providing expertise to users, managers, Agile Squads and IT staff
• Stakeholder management – interfacing and communicating with internal staff at all levels, working with the Product and Engineering teams to engage and act
• Independently monitoring and driving escalations from initiation to resolution, by not only using your technical skills but also coordinating efforts and resources across the entire functional IT team(s)
• Managing expectations be communicating effectively with customers
• Report and escalate efforts to resolve complex customer experience problems
• Act as the focal point of communication for the customer, key stakeholder and senior leadership.
• Advise Senior Leadership on any developments and plans of action

YOU BRING (EXPERIENCE & QUALIFICATIONS)

• or equivalent preferred, preferably in computer science, IT or another technical subject area.

Experience and Knowledge

• At least 3 years of IT operations and related experience. Preferably in a high-touch environment
• Excellent knowledge and demonstratable experience of using the Microsoft OS and tool stack – Windows 10/MS Office etc
• macOS support experience considered beneficial
• Experience with performance and stability optimization tools and methods
• Ability to effectively communicate complex ideas verbally and in writing with both customers and IT internally
• Very strong customer service orientation
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to build relationships and influence stakeholders
• Ability to have difficult conversations with multiple levels within the organization.
• Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams
• Proven knowledge of Escalations Management frameworks ( ITIL) and Problem Management an advantage
• Previous knowledge of Agile methodologies a bonus, but not required
• Negotiation, mediation and conflict management skills

Key Competencies

• Exercise strong judgment in areas where policies are not well defined
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and recommend the most appropriate course of action
• Dissect potentially complex problems to develop and evaluate options to implement solutions
• Function effectively in a dynamic, fast-paced environment
• Occasional weekend work as the business requires

YOU’LL WORK WITHBCG s information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow. For our IT jobs, we seek individuals with expertise in the areas of IT infrastructure, application development, business systems, collaborative and social technologies, information security, and project leadership.