Job description:

This role is required to:
Drive overall governance of Tools (applications) within the DWP organization and with the Customer Stakeholders throughout the Application maturity and support lifecycle
Participate in Governance of the Customer project through the implementation life cycle and own the support activities after go-live
Drive the BCM Strategy within the DWP organization for Integration, Governance, Deployment hand off and Resources
Create and Own in Tool specific templates including Maturing Assessment, Use Case demo, Business Case Study, Tool Comparison, ROI, Benefits Realization
Develop and update documentation pertaining to training, and provide trainings to internal and customer teams
Analyze all requirements, prepare use cases, and supervise support activities for all projects
Coordinate with Vendors and Cross functional teams for positive Customer outcomes
Administer all customer support issues and lead the efforts for enhancing technical, functional, and operational application maturity
Handle Customer escalations independently and develop SIP with short term resolution as well as long term preventive measures
Keep abreast of the latest technologies and application vendors offerings in the End User Experience, Chatbot, Self-Healing in the EUC domain

• To identify weaknesses and gaps in the existing process through detailed analysis
• To take ownership of value addition in delivery process of client, RFI to Execution; and to manage escalations and issues as per agreed SLA
• To efficiently manage specific service area, create and implement new modelsor offerings and lead process improvement initiatives
  
  
• To effectively defineorimplementor upgradeormaintain the processes using multiple quality standards as per company and client compliance norms
• Participate in organizational meetings to gather requirements for new initiatives and facilitate projects for process piloting, process tailoring and progress reviews.