Job Description
Chemonics International is seeking a Global Support and Deployment Director to join the Finance and Administration Division. This position manages the Global Support & Deployment Team which provides frontline support services to Chemonics staff to ensure issue resolutions, training, and deployment of the ERP system. The Director defines service levels, service agreements, and manages the service operations. The director also establishes processes to identify, track, escalate, resolve and report customer problems. The Director leads and manages the technical/administrative solutions, and expertise related to all workstreams within the Chemonics ERP, including the integrations and deployments, and supports planning for the overall governance process. The Director will partner with the D365 system administrators, HCM administrators, GTI system administration, and all corporate support business process leads and contribute to planning for implementation of upgrades to the system in the home office and future D365 field office conversions and start-ups. We are looking for individuals who have a passion for making a difference in the lives of people around the world.
Requirements Include:
- Leads Global Support & Deployment
- Develops and maintains the service level management (timeliness and quality) of ERP remote and hands-on support provided to home office and worldwide project office end-users
- Ensures adherence to service level agreement (SLA) escalating relevant system issues and information to ERP Governance committee
- Supports continuous system and process improvements based inputs and observations in the area of finance and accounting, operations and management, client regulations, and provides advice in complex problem solving situations, to build consensus, identify strategic priorities and directions, and ensure successful outcomes for BUs and projects
- Oversees the analysis of trends, and makes recommendations to update business processes and system design
- Coordinates and liaises with other departments, units and individuals on planning and leads the continued improvement of the department by utilizing monitoring and evaluation, analysis, and seeking end user feedback
- Reviews Tier 4 suggestions to ensure viability of solutions prior to sending to business process owner
- Directs department operations and conceptualizes new strategies to improve unit performance, including but not limited to staffing, work planning, budgeting, financial management, and performance reporting
- Lead and Manage Tier 1 Vendor Support including contracts, budget and executive reporting
- Applies an understanding of Chemonics’ cost structure and cost accounting standards to prioritization and implementation of activities and decision-making
- Develops problem solving approaches and responds immediately to crisis situations, developing solutions that meet internal and external client needs
- Trains, mentors and supervises Support Specialists
- Leads and supports deployment of Dynamics 365 to new project field offices through system training, data migration, and change support, in coordination with the Startup team
- Provides first line support and mentoring on the system post-deployment to field office staff
- Assists development of training content and materials for field office deployments
- Manages remote, classroom, and one-on-one end-user trainings in field offices and/or country platforms
- Conducts system configuration validation for each deployment/field office, as well as any pre-departure work
- Performs other duties and responsibilities as required
Qualifications:
- Bachelor’s degree in job relevant field required; Master’s degree preferred
- Minimum 8 years of experience in ERP support or related field
- Previous experience implementing and supporting complex ERP systems implementations required
- Three to five years of leadership responsibility managing midsize to large teams and influencing senior-level management and key stakeholders
- Experience using ServiceNow or similar ticketing system and able to generate reports for reporting purposes
- Ability to solve complex managerial or operational problems and evaluate options based on relevant information, resources, experience, and knowledge required
- Ability to recruit, develop, mentor, and manage strong team of Chemonics professionals
- Strong written verbal communication skills. Ability to write and verbally communicate clearly and concisely
- Understanding and fluency in administrative, management systems and demonstrated ability to mentor staff in these areas
- Ability to operate at advanced levels of authority and control significant activities, budgets and resources to produce and take responsibility for results
- Strong organizational and work prioritization skills
- Strong knowledge of MS office applications with an emphasis on excel along with Dynamics 365
- Ability to work both independently and in a team
- Attention to details, specifically numeric
- Demonstrated leadership, versatility and integrity
Application Instructions:
Apply through our Career Center by September 9th, 2021. No telephone inquiries, please. Finalists will be contacted. Candidates are encouraged to apply as soon as possible.
About the Organization
Founded in 1975, Chemonics is an international development consulting firm. In more than 70 countries around the globe, our network of 5,000 specialists share a simple belief: that the challenges we face today are best solved through the right partnerships — sharing knowledge, expertise, and experience to deliver results. As part of our culture and values, Chemonics is proud to be named a “Best Place to Work” in the Human Rights campaign Foundation’s 2021 Corporate Equality Index. Where Chemonics works, development works. Follow us on Facebook and Twitter or visit us at www.chemonics.com.
