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SalaryOur team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
What you will be doing
PRIMARY DUTIES AND RESPONSIBILITIES:
Works closely with the MIM/PRB Management to:
1. Drives and measures continuous process improvement and increased customer satisfaction
2. Collaborates with vendor partners and Enterprise IT in discerning business trends and their implications
3. Measures service performance and implements improvements
4. Ability to deal with critical customer situations, requests for Major Incident management and escalations in a professional and timely manner
5. Directs the development and implementation of technologies/processes that make it easier for customers and vendors to do business with increase productively and high customer satisfaction
6. Identifies and confirms performance problems and notifies Managers/ Leaders
7. Reviews service provider and N-Level Teams performance by monitoring reports to ensure internal SLA’s and OLA’s are met
8. Serve as a point of contact for Major Incidents escalations/challenges
9. Generates appropriate communication, process and educational plans for mitigating the disruption of change
10. Provide advanced N-Level assessments and resolution on problems, working with vendors, IT partners and internal Business partners
11. Leads and supports the design of multiple projects/work initiatives concurrently that impact the Major Incident Management Team
12. Leads the planning, building, updating of Major Incident processes and documentation
13. Provides guidance to other team members
14. Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
15. Author and maintain documentation related to Major Incident activities including but not limited to, Knowledge Base Articles, Method of Procedures, Transition documentation and Standard Operating Procedures
16. Participate in Root Cause Analysis activities
17. Participate in Incident review meetings following Major Incidents
18. Performs related duties as assigned
19. Problem Investigation: Analyze incident data and trends to identify underlying problems, conducting root cause analysis to determine the source of recurring issues.
20. Resolution Coordination: Collaborate with various IT teams, such as Service Desk, Infrastructure Support, and Application Development, to ensure timely and efficient resolution of problem root causes.
21. Documentation: Maintain accurate records of incidents and problems in knowledge bases or incident management systems, documenting steps taken for resolution.
22. Performance Monitoring: Track key performance indicators (KPIs) related to Problem Management processes, identifying areas for improvement or process optimization.
23. Continuous Improvement Initiatives: Proactively identify opportunities for process improvements or automation to enhance Problem Management efficiency and effectiveness.
24. Knowledge Sharing: Share insights gained from problem investigations with relevant teams, providing guidance on preventive measures or workarounds.
Skills:
1. Strong Analytical Skills: A good IT Problem Manager should possess strong analytical skills to effectively analyze incident data, trends, and root causes to identify underlying problems.
2. Problem-Solving Abilities: The ability to think critically and approach problems in a systematic manner is crucial for an IT Problem Manager to effectively investigate and resolve complex issues.
3. Communication Skills: Good communication skills are essential for collaborating with different teams, stakeholders, and vendors involved in resolving incidents and problems. Clear and concise communication helps ensure everyone is on the same page.
4. Attention to Detail: Paying close attention to details helps the Problem Manager accurately document incidents, identify patterns or trends, and conduct thorough root cause analysis.
5. Proactive Mindset: A proactive problem manager anticipates potential issues, actively seeks opportunities for improvement, and takes preventive measures to minimize future incidents or recurring problems.
6. Time Management Skills: Prioritizing tasks, managing deadlines, and efficiently coordinating resources are important skills for an IT Problem Manager to ensure timely resolution of incidents and problems.
7. Collaboration Skills: Working well with cross-functional teams is crucial for effective Problem Management. A good Problem Manager fosters collaboration, builds relationships, and facilitates cooperation among different departments.
8. Continuous Learning Attitude: The field of technology is ever evolving, so a good IT Problem Manager should be eager to learn new technologies, industry best practices, and stay updated on emerging trends in order to enhance their problem-solving capabilities.
9. Adaptability: Being adaptable allows the Problem Manager to navigate through changing circumstances or unexpected challenges while maintaining focus on incident resolution and Problem Management goals.
10. ITIL/ITSM knowledge
What your background should look like
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- Bachelor’s or Master’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.
- Typically has 5 years of IT and business/industry work experience, with knowledge of one process/service.
- Minimum of 7 years customer service experience.
- Minimum of 3 years IT or Customer Service Leadership experience.
- Requires demonstrated ability to launch and deliver one or more IT project(s) on time and within budget.
- Demonstrates good judgment under pressure, and works well in a multi-tasking.
- Effective customer relationship building skills, and uses creative solutions to exceed customer expectations
1. Exceptionally strong analytical and problem-solving skills
2. A technical background or the capacity to understand complex technical issues is required
3. Strong written and verbal communication skills
4. Ability to understand the work environment and completing priorities in conjunction with developing/meeting goals
5. Ability to see the “big picture” and prioritize accordingly
6. Advanced analytical and problem solving skills to evaluate business problems and apply technical system application knowledge to identify appropriate solutions
7. Excellent interpersonal skills, effective team player
8. Ability to write non-technical and technical Root Cause Analysis documents
9. Excellent customer service skills
10. Excellent decision making skills
11. Excellent ability to communicate effectively both orally and in writing
12. Excellent ability to prioritize work load, consistently meet deadlines, Service Level Agreements and Operational Level Agreements
13. Strong organizational, with attention to detail skills
14. Knowledge of ITIL Foundation
15. Working knowledge of Microsoft Operating Systems (Windows, XP)
16. Working knowledge of Software Development Life Cycle
17. Ability to work independently and as part of a team
18. Ability to work in fast-paced environment
What Cencora offers
We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.
For details, visit https://www.virtualfairhub.com/amerisourcebergen
Schedule
Full time
Affiliated Companies Affiliated Companies: World Courier (Aust) Pty. Ltd
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- Bachelor’s or Master’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.
- Typically has 5 years of IT and business/industry work experience, with knowledge of one process/service.
- Minimum of 7 years customer service experience.
- Minimum of 3 years IT or Customer Service Leadership experience.
- Requires demonstrated ability to launch and deliver one or more IT project(s) on time and within budget.
- Demonstrates good judgment under pressure, and works well in a multi-tasking.
- Effective customer relationship building skills, and uses creative solutions to exceed customer expectations
1. Exceptionally strong analytical and problem-solving skills
2. A technical background or the capacity to understand complex technical issues is required
3. Strong written and verbal communication skills
4. Ability to understand the work environment and completing priorities in conjunction with developing/meeting goals
5. Ability to see the “big picture” and prioritize accordingly
6. Advanced analytical and problem solving skills to evaluate business problems and apply technical system application knowledge to identify appropriate solutions
7. Excellent interpersonal skills, effective team player
8. Ability to write non-technical and technical Root Cause Analysis documents
9. Excellent customer service skills
10. Excellent decision making skills
11. Excellent ability to communicate effectively both orally and in writing
12. Excellent ability to prioritize work load, consistently meet deadlines, Service Level Agreements and Operational Level Agreements
13. Strong organizational, with attention to detail skills
14. Knowledge of ITIL Foundation
15. Working knowledge of Microsoft Operating Systems (Windows, XP)
16. Working knowledge of Software Development Life Cycle
17. Ability to work independently and as part of a team
18. Ability to work in fast-paced environment
APAC > Australia > Sydney > Lord - SYD
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