Service Management - Global Service Operations Center

Thomson Financial is a leading provider of information and technology solutions to the global financial community.?

The Thomson Financial Culture
Our employees embrace a number of commonly shared values - collaboration, accountability, customer focus, a bias toward action and results, entrepreneurial spirit and, at all times, the highest ethical standards. These values represent the behavior each employee is expected to exhibit in their role. In our view, fostering a culture that embodies these values will lead to success and growth for our employees and our business.

We are adding a Service Management - Global Service Operations Center position to our team in Boston, MA.
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Job purpose: To ensure the graceful implementation and support initiative and establish a release schedule based on Global Service Operations Center acceptance criteria. To fully draft, document, and revise the support and reference manuals for the market segments under your directive. To work directly and cooperatively with the Business units, Business Representative Managers and the support personnel directly related to product roll out and efficiency.

Key responsibilities and accountabilities:
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* Maintain and develop a correspondence and relation ship with Business representatives and support personnel.
* Plan and coordinate activities for project plans based on the criteria desired by the Market segment while meeting the Global Service Operations Center acceptance requirements.
* Work directly with all involved to gather detailed inventory and monitoring requirements for the product to be supported.
* Respond to and follow up inquiries by telephone, email, service request or personal visits.
* Maintain and develop existing and new customers through planned individual account support, and liaison with internal processing staff.
* Work with the monitoring personnel to adequately access, gather monitoring requirements and implement monitoring requirements via a service request the appropriate group responsible.
* Monitor and report outage and support issues during the critical proof of concept stage. While implementing changes based on maintenance windows, reboot schedules and in-actionable alarms, providing relevant information to the market segment.
* Work directly with the support team using a template to write, develop, and revise a reference document to be used by the Global Service Operators when supporting the market segment products.
* Provide or schedule training for new product rollouts to the Day, Night, and weekend shifts so they are aware, educated and knowledgeable about the course of action to be taken in the event of issues with the product.
* Submit a proposed rollout date to Service managers, Incident Managers and Director for agreement and submit the proper service request to remove from proof of concept and actively monitor within the Global Service Operations Center.
* It is the responsibility of the service manager to support the Global Service Operators if issue arise that they are having difficulty supporting. The service manager must be available via cell phone to respond to outage issue and support efforts.
* Liaise and attend meetings with the various groups necessary to perform duties and aid project movements.
* Manage the Market segment documentation and any additional inventory changes and monitoring needs while working to keep the GSOC documentation clear and the alert actionable.

Please apply through this link:
http://www.thomsoncareercenter.com/search/view_job_xml.asp?src=rs&jobID=TC_141683&strLoc=Ext

Thomson Financial is proud to be an Equal Employment Opportunity/Affirmative Action Employer.