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User Experience Manager

6 months ago

Singapur, Singapore DXC Technology Full time

Job Description:

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver mission critical IT services that move the world. DXC.com At DXC we pride ourselves on delivering excellence in everything we do. What this means for you is the opportunity to be a part of delivering innovative solutions and helping to solve real business problems for a wide variety of valued clients.

Responsible for achieving and meeting the high expectations and on-going demand for excellent customer service.

Profile:

He/she shall have at least TWO (2) years’ relevant experience in this field. Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution Capable of being self-managed Team player Excellent customer service, telephone, oral and written skills Good communications skills are essential Good time management Excellent understanding of Service Desk processes and procedures

Responsibilities & Activities:

Be the ‘local interface’ representing & promoting End User experience User Experience Manager shall focus on enhancing users’ overall experience throughout the whole manual/automated Service Desk lifecycle. Manual troubleshooting comprises of the start of user logging case till solving the incident and then case closure. Automated troubleshooting comprises of, but not limited to, analytics of data/information, and through automation/self-heal tools, solve IT issues without the need for human intervention. User Experience Manager to coordinate with all relevant inhouse or third parties’ personnel, especially the Company's Service Desk representative, to understand all the pain points and feedback from users. He/she will then work with the Data Management Manager, Knowledge Management Manager and Data Analytics to resolve all the pain points and feedback from users, within the timeline approved by the Company. Shall monitor devices and Applications to detect performance issues. Assess and quantify change impact after deployment as it applies to the performance for the end-user devices. Assessment and quantification are applicable to changes in Application deployment, network infrastructures, or the actual endpoint devices. Test troubleshooting practices by identifying correlations between application performance and TWO (2) or more attributes. Identify problematic performance metrics and escalate remediation to the appropriate Company’s and/or In-Scope Institutions’ representative. Publish user experience monitoring reports as outlined in the process and procedure guide. Create and maintain process and procedure guide as approved by the Company and/or In-Scope Institutions. Add managed applications to the platform as requested by the Company’s and/or In-Scope Institutions’ representative or uncover hidden performance or availability issues in the end user environment. Assist the Company’s and/or In-Scope Institutions’ representative in reviewing and analyzing the standards for end user equipment and software and recommend changes based on performance trends, issues, or consumption entitlement. Perform any other tasks recommended by the Company’s and/or In-Scope Institutions’ representative as it relates to the end user devices to improve the user experience index or address performance issues or improvements not within the Service Provider’s management and control. Participate in Change Management meeting or change approval board (CAB) as User Experience Centre’s representative. Participate in operation meeting as User Experience Centre’s representative. Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

ServiceNow and/or other Knowledge Bases. Process Documentation Knowledge of the business of his/her Service Delivery Unit / site Knowledge of end user experience standard Good coordination-, presentation- and documentation skills. Proficiency in MS Office applications is a must. Excellent knowledge of English both written and spoken.

Ethics and Compliance:

Standard of Business Conduct (SOBC) - DXC rules of business ethics concern honesty, courtesy and fairness in dealing with customers, suppliers, competitors etc. You are to avoid any activities which might reflect unfavorably on yourself or the good name of DXC. Records Management - It is compulsory to maintain confidentiality in respect of all DXC’s confidential information. This includes support processes, technical information, specification, personnel and financial records etc. Global Security - DXC is committed to conducting its business in a manner that ensures the security of our workforce, our workplaces and the protection of our assets. While the company is doing its best to provide a clean, healthy, secure and safe environment to work in, as staff, you are expected to co-operate by observing and must adhere to DXC Security Policies at all time. IT Security – IT Security protects brand, reputation, IT infrastructure and digital information, enabling DXC to conduct business securely. Ensure that you are always complying with DXC Information Security Policy.

Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;

• Extensive resources to support your onboarding and continual development including DXC University

• DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition

• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC

• More time to do the things you love with flexible leave options, including purchased leave

• Take time to give back with charitable and emergency services volunteer days

• Well-being matters to us and our Employee Assistance Program is there to support you and your family