Business Enablement Catalyst (IT Support lead)
Job Description
Industry: IT Services and IT Consulting
Seniority for this role: Entry level
We are an established, globally active management consulting company with offices in Switzerland, Germany, Austria, UK, USA, Singapore, Hong Kong, the Philippines, Australia, Indonesia and India. We are a valued partner to many of the world‘s largest international financial services and insurance firms. We support our clients at all project management stages from the development of strategies and operational frameworks to the technical implementation and handover. Our expertise in business and technology combined with our methodic approach enable us to create sustainable added value for our clients business. About the job: We’re seeking a passionate and results-oriented Business Enablement Catalyst (IT Support lead) to join our leadership team and spearhead the Business Enablement Collective. As the Business Enablement Catalyst, you’ll leverage your expertise in support, business analysis and team leadership to guide and empower the Support and Business Analysis teams within the Collective. This role is placed in CoE IT Tower, being one of three important pillar leads ensuring positive impact, quality support on the overall effectiveness of our client-facing operations and applications. Key Responsiblities: Strategic Leadership and Team Management Lead and mentor high-performing Support and Business Analysis teams. Develop and execute a comprehensive Business Enablement strategy(focused on application or process support). Oversee L1 Support operations, ensuring efficiency and quality. Foster a customer-centric culture and drive continuous improvement. Product and Process Management Collaborate with product and engineering teams to deliver innovative solutions. Manage L1 Roadmap, prioritizing and executing initiatives. Design and optimize Jira workflows and ticketing processes. Implement robust testing and quality assurance measures. Stakeholder Management and Communication Effectively communicate with diverse stakeholders, including clients, teams, and leadership. Provide data-driven insights to inform strategic decision-making. Build strong relationships and partnerships to drive collaboration. About you: Experience Required: 7+ years of experience in a customer-facing role, such as Application Support, Business Analysis, or Service Delivery Management Proven track record of leading and mentoring teams to achieve ambitious goals Strong experience in developing and implementing successful IT support strategies Solid understanding of business analysis and IT application support principles and methodologies Strategic Leadership: Leadership skills with a focus on team motivation, empowerment, and achieving business objectives. Client Centricity: A deep understanding of client needs and a passion for exceeding client expectations. Mentorship and Coaching: Excellent communication and interpersonal skills to effectively mentor, guide, and collaborate with team members. Process Improvement: Adept at identifying and implementing process improvements to enhance efficiency and effectiveness. Communication and Collaboration: Strong written and verbal communication skills to collaborate effectively with internal and external stakeholders. Analytical Thinking: Ability to analyse customer data and business intelligence to identify trends, opportunities for improvement, and inform strategic decisions. Problem-solving Prowess: Adept at identifying and resolving complex customer and business challenges. Desirable Experience of: Experience with project management methodologies (e.g., Agile, Waterfall). Experience with JIRA and FreshService ServiceDesk. Experience in application support and development support Experience in leading of support team, understanding of business analysis Experience in writing supporting process documentat Employee Perks, Benefits Five extra vacation days on top of regulation Sick leave compensation 100% from day one Yearly bonus up to 10% Overtime fully paid or compensated based on your preference A friendly and informal working environment Work-life balance with flexible working hours and the option to work from home (50-100%) MultiSport card for access to a broad range sport offering Language courses Private Healthcare Package III. Pillar & more! Salary range offered starts at 3500 EUR , may vary based on your seniority level, skills and experience. Show more Show less
