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
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Experience and Knowledge
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.