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Junior Service Consultant

2 months ago

North Chicago Illinois, United States AbbVie Full time
Job Overview

The Junior Service Consultant plays a crucial role in enhancing the user experience and driving continuous improvement within the organization.

Key Responsibilities:

  • Delivering value to the business by optimizing financial investments and ensuring the longevity of applications.
  • Overseeing Managed Service Providers to achieve quality results.
  • Facilitating collaboration with cross-functional teams and external stakeholders.

Specific Duties Include:

  • Prioritizing demand and managing change releases, including planning as necessary.
  • Providing insights and feedback into Change, Release, and Deployment processes to minimize business disruptions.
  • Monitoring and approving Change Records for changes owned by the ACoE, ensuring clarity and completeness in scope and requirements.
  • Assessing the budgetary implications of proposed changes and updating the portfolio tracker accordingly.
  • Ensuring the execution of Service Transition processes, approving readiness for support transitions, and acting as an escalation point for service transition delays.
  • Serving as the primary contact for fulfilling Audit Artifact Service Requests, coordinating with internal compliance teams for audit requirements.
  • Overseeing the application recertification process and providing audit results as necessary.
  • Evaluating and approving performance trends reported by Service Providers, recommending process improvements for enhanced application efficiency.
  • Analyzing ticket patterns and identifying opportunities presented by the Managed Service Provider, approving SLA exception breaches.
  • Reviewing Service Level Agreements with service providers and participating in action plans to address deviations or improvement opportunities.
  • Conducting daily reviews of ticket activity, including queue levels and processing efficiency, adjusting priorities to maintain operational performance.
  • Acting as the approver for SLA exception breaches.
  • Serving as the primary contact for incidents and problems, facilitating solutions that require collaboration across multiple teams.