Educate internal partners in terms of our processes
Understand customer expectations and optimize the Service Management processes with functional teams
Act as Service Delivery representative and assure customers they can have confidence in Adobe
Ensure all teams are integrated into the standard Service Management processes: Incident, Problem, and Change Mgmt plus CSI
Analyze and provide visibility into the incident, problem, and change management data to call out key data, trends, and areas of improvement, for assigned solutions
Partner with solution teams to ensure that the configuration management database is complete and accurate to drive Service Management Processes
Work closely with Problem Management, Program Management, Engineering, and Operations teams to prioritize and drive problem resolutions
Work closely with Customer Care teams to ensure that customer critical issues are resolved appropriately
Schedule and conduct incident reviews with incident partners to identify root-cause problems
Requirements
Able to grasp complex technical concepts & translate them into a simple-to-understand language
Able to act in the implementation of new processes & improvement of existing processes
Able to maintain calm in fast-paced situations
Self-motivated, willing to ask questions and use information to affect change & achieve results proactively
Someone who works well with a variety of different personality types
Able to think through complex issues & propose alternative solutions to problems
Excellent interpersonal skills (both oral & written), English is a must!
Ability to balance strength & diplomacy
Strong influencing and negotiating skills
The ability to see the big picture & to create a clear, focused plan out of a world of noise
Proven understanding of Event, Incident, Problem, and Change Management processes in ITIL
Experience designing and implementing new processes and improving existing ones
Project / Program Management experience preferred
Experience managing projects with remote/geographically dispersed team members
Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)
