Job Description

Develop and implement custom solutions to support and improve Global PMO operational processes, methods, and tools. Lead initiatives to resolve issues systemic to the broad portfolio and improve process efficiencies to drive key business metrics.

KRA 1: Functional Expertise

Definition: The core duty of the individual that demonstrates and effectively applies depth and breadth of knowledge and skill in a technical or functional area in observable and measurable terms.

1. Develop, build, and deploy custom solutions leveraging the Smartsheet and/or Google AppSheet
2. Lead consulting engagements and collaborate with internal stakeholders to define requirements and deliverables
3. Serve as the tool subject matter expert and provide oversight on projects
4. Develop and maintain operational dashboards and reporting solutions
5. Design, test, and implement integrations with platforms such as JIRA and PowerBI
6. Build tools, automation, and scripts to enhance platform functionality and reliability
7. Provide technical support for testing and deploying new features and enhancements
8. Troubleshoot and resolve system issues independently
9. Define system architecture, integration points, and security compliance strategies
10. Act as a technical liaison with vendors for incidents, release schedules, and issue tracking
11. Ensure adherence to security standards and create system documentation.

KRA 2: Customer Commitment

Definition: Value-adding activities to provide insightful interface, improved relationships and committed partnership with and for the customers. Successful delivery of this KRA is determined from the perspective of the customer in relation to business results.

1. Identifies customer needs through communication and probing.
2. Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
3. Assists customers in handling, servicing, follow-up, communication and closure of issues.
4. Completes workload on time. Monitors if transactions are processed in a timely manner.
5. Implements error-proofing method to ensure all transactions done are accurately.
6. Participates in conferences calls, meetings and discussions with customers.
7. Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers.
8. Coordinates with other teams/support to complete the request of customers.
9. Monitors team service level and assists in workload distribution
10. Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
11. Assists colleagues in answering general inquiries from customers
12. Handles specialized queries from customers.

KRA 3: Internal Communication

Definition: Effective use of communication and information sharing using the appropriate channels/medium. Provides activities that allow exchange and relay of opinions and insights necessary in the conduct of business.

1. Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers.
2. Plans, executes and manages own workload and projects in cooperation with line leaders.
3. Assists in leading team meetings, huddles and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles/meetings
4. Manages team common mailboxes and delegates tasks to colleagues
5. Gathers data, analyses trends, generates and submits reports to line leaders with recommendations.
6. Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information and respond to queries/requests coming from different levels.
7. Generate Global PMO high level presentations/training materials as needed or when POC/Internal customers require it.
8. Assist in communicating and collecting data for the team to counterparts.

KRA 4: Continuous Improvement

Definition: An ongoing effort to improve products, services, or processes, and the integration of these improvements to standard processes and protocols -- can be applied in a micro (Individual improvement) or macro (organization-wide) level.

1. Identifies problems areas and sources, offers possible solutions and escalates to line leaders/seniors when necessary.
2. Completes personal individual development plan and implements agreed training/development activities.
3. Assists the team lead in identifying team opportunities and challenges. Provide sound recommendations to line leaders and/or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management.
4. Performs quality checks and provides quality feedback/recommendations to peers.
5. Support projects related to quality improvement (such as Think Customer, QMS, etc.)
6. Assist in the design and enhancement of the Smartsheet NPDI tool.
7. Introduce process improvements to Global Portfolio and Project Management process, and document approved changes to work instructions in Vertiv Documentation library.

KRA 5: Team Support and Development

Definition: Individual contribution to further team effectiveness and development towards better efficiency, productivity, support quality and quality of work life.

1. Actively participates in team activities and initiatives.
2. Fulfill other reasonable duties and projects as required.
3. Serves as back-up for next level similar or related function for business continuity.
4. Serves as point-of-escalation for product-specific technical/procedural queries from peers and junior members.
5. Provides work direction and guidance to junior employees when needed.
6. Conducts product/process/functional trainings.
7. Assists in creating a training plan for new hires.
8. Manages/handles at least 1 company/platform/business unit project/initiative.
9. Coordinates and networks with other members of the team to complete assigned projects and programs.
10. Participates in cross-business unit committees as a contributor.
11. Train newly hired NPDI Administrator.