User Liaison serves as a liaison between systems personnel and end users, such as a client or business unit. Provides systems analysis to ensure the needs of the user are met. Being a User Liaison may assist in system implementation or training. May require a bachelor's degree in area of specialty. Additionally, User Liaison typically reports to a manager or head of a unit/department. To be a User Liaison typically requires 2 to 4 years of related experience. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. (Copyright 2024 Salary.com)
Our client is looking for an End User Support Lead with a focus on driving metrics, tooling, and SLAs within the group. This person will act as a hands-on team supervisor that motivates and clears roadblocks for the group so that they can handle their queues more efficiently and effectively. We're looking for someone how has experience leading groups and reviewing metric information in a call center or queue environment.
This company is a major local player in Phoenix's educational space. While most of the team sits in Phoenix, they are largely remote and work core work hours Monday-Friday 8-5 PM. This is an opportunity to work closely with leadership and engineering groups to optimize and build tooling to help enable people. We're looking for someone who is a master motivator and is extremely tech savvy. This company invests heavy in continued education and cross training in other skillsets! Contract Duration: 6 months with opportunity to convert to direct hire.
Required Skills & Experience Leadership experience within a metric and/or SLA driven environment Experience with queue technologies including phone systems, ticketing systems and email platforms Expertise in the End User Services and advanced Technical Support Experience in tool optimization and collaboration with engineering teams Experience reporting to, collaborating and reporting to executive leadership teams Experience in Incident Management and Mitigation Desired Skills & Experience Knowledge of operating systems, database environments, and enterprise networking Experience managing and contributing to knowledge base systems, articles, and documentation Knowledge of monitoring tools focused on operations tooling in enterprise environments Advanced experience in automating workflows
What You Will Be Doing Provide guidance for incident response staff in understanding operations, monitoring, alerting and security concerns. Review of tooling integration and connectivity to optimize workflows and efficiency Assigning tasks to personnel, directing technical resources, and evaluating, influencing and driving performance metrics Serve as a liaison to technical teams, tooling vendor partners, and leadership teams Oversee the work of the End User Services to ensure equipment and applications are optimal. This include operating systems, mobile devices, and ticketing systems Improvement of system reliability and performance. Automation of tasks to allow faster resolution of tickets
Tech Breakdown 30% Phone Queues in Twilio 30% Jira Ticketing Systems 40% Mobile Device, Desktop and Application management
Daily Responsibilities 30% Hands On 30% Metric, KPI and SLA Reviews 40% Team Collaboration and Motivation
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Arizona (/ˌærɪˈzoʊnə/ (listen); Navajo: Hoozdo Hahoodzo Navajo pronunciation: [xòːztò xɑ̀xòːtsò]; O'odham: Alĭ ṣonak Uto-Aztecan pronunciation: [ˡaɺi ˡʂonak]) is a state in the southwestern region of the United States. It is also part of the Western and the Mountain states. It is the sixth largest and the 14th most populous of the 50 states. Its capital and largest city is Phoenix. Arizona shares the Four Corners region with Utah, Colorado, and New Mexico; its other neighboring states are Nevada and California to the west and the Mexican states of Sonora and Baja California to the south and so...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for User Liaison jobs
$67,729 to $88,028
Most Popular Cities in Arizona for User Liaison Jobs
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User Liaison in Los Angeles, CA
This unit describes the performance outcomes, skills and knowledge required to establish and maintain client user liaison in an information communications technology (ICT) environment, post support implementation.