OCP - Support Transition Manager

Short Description:

The Support Transition Manager works with the PCOE Manager to coordinate the shift from on-premises procurement modules to ERP cloud, oversee daily operations, monitor staff performance, and resolve operational issues.

Complete Description:

The Support Transition Manager (STM) will be responsible for working with the Procurement Center of Excellence (PCOE) Manager to coordinate the transition of support from on-premises procurement modules to ERP cloud modules; monitor staff performance; provide oversight for daily work operations and related tasks; and resolve operational issues.

• As directed by the PCOE Manager and the PASS Modernization PMO, the Support Transition Manager shall coordinate with call center resources and employees to manage and report on daily call center operations; develop and coordinate the implementation of revised standard operating procedures; coordinate the implementation of PCOE requirements in the cloud system; coordinate the transition of PCOE support to the cloud environment; and provide oversight of call center operations and staff engaged in processing calls, emails, and remedy tickets.
• As directed, the Support Transition Manager shall monitor staff performance, work operations, and resolve operational problems to ensure the unit operates efficiently and effectively to meet performance measures.
• As directed, the Support Transition Manager shall report to the PCOE Manager and the PASS Modernization PMO on the status of the transition to Oracle Fusion Cloud, staff performance, work operations, and ticket resolutions to meet performance measures and/or service level agreements.
• As directed, the Support Transition Manager shall ensure that calls for service are answered in a prompt, courteous, professional, and accurate manner and ensure information provided to customers is accurate and complete.
• As directed, the Support Transition Manager shall act as a liaison to District agencies and vendors interested in doing business with the district.
• As directed, the Support Transition Manager shall coordinate with other PASS Modernization Project resources and stakeholders to manage and support the design and development of revised process guides and quick reference guides for call center operations.
• As directed, the Support Transition Manager shall manage, develop, and coordinate ERP cloud training and training curriculum for call center staff and resources.
• As directed, the Support Transition Manager shall attend, coordinate, facilitate, and document meetings related to call center operations and the PCOE’s transition to ERP cloud support.
• As directed, the Support Transition Manager shall perform other related duties as assigned.
  
  
  

Candidate Skills Matrix:

Following sections are to be filled by the candidate:

Skills | Required/Desired | No. of Years | How many years of experience candidate has?

Bachelor’s degree in Information Technology or related field or equivalent experience | Required | 20 |

Call center experience at a managerial level | Required | 16 |

PMP certification | Required | 16 |

Experience in a procurement-based environment | Required | 16 |

Willing to work onsite 4 days a week | Required | 16 |

Call center experience | Desired | 16 |

Experience in a procurement-based environment is also desired | Desired | 16 |

Background check: 

• Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration.  If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.