Providing ad-hoc support as a Second point of escalation on system issues to BU end users and first point of escalation to BU key users
Responsible for development and maintenance of key/end user training curriculum and training materials as well as executing training sessions, including any refresher trainings as needed.
Responsible for managing key/end user community and relevant business stakeholder, leading communities of practice and driving continuous improvements.
Performance review of service level effectiveness (incident trends, SLAs) to drive continuous improvements
Partner with development team to support resolution of system issues/bugs
Drive rapid response to “Code Red” incidents and support technical teams by providing functional input into analysis, solutioning, testing and approval.