Software Delivery Operations Lead

Description -

Job Summary
• The IT Project Management family specializes in managing cross-functional team by supporting group progress including scheduling, prioritizing, expectation setting, and cost management for projects relating to information system improvements.

• This role specializes in working with cross-functional teams to deliver software, driver and firmware updates for HP products thru digital channels (Support Web, HP Support Assistant, HP.com, etc.)

 

• The candidate will provide product support, documentation, and issue resolution for Print and Personal Systems New Product Introductions (NPI) and Current Product Enhancements (CPE) within the support website and other digital channels.
  • Establish and maintain proactive and effective business relationships across product partner and asset lines.
  • Submit and ensure accuracy of software support data into existing business databases for usage by downstream business partners.
  • Track submissions through the database entry and data transformation processes, assisting in the analysis and resolution of any issues that might be encountered.
  • Ensure submitted data meets established client standards and business rules, working with the appropriate resource to address or escalate any issues with non-compliance.
  • Provide feedback and training to upstream partners to prevent non-compliance with submission standards.
  • Troubleshoot issues which affect the update publishing process, including deep-diving issues not resolvable by other teams.
  • Working knowledge on JIRA, Service now and other ticket lifecycle process tools is useful.
  • Maintain accurate documentation to ensure the quality of software, driver and firmware submissions.
  • Create and run SQL/DQL queries to generate reports.
  • Understanding and working knowledge on Power BI visualization and tools, Python or other data analytics skills would be beneficial.
  • Resolve or appropriately escalate problematic product line issues with software, driver, and firmware update delivery to business partners as necessary.
  • Perform validation of product web pages; confirming they have been created and that updates are available and can be downloaded.
  • Knowledge and skills on HTML/CSS would be useful.
  • Perform User Acceptance Testing of changes to business systems that are used for processing software, driver, and firmware submittals. UAT may occur outside of normal business hours.
  • Collect metrics for the operational reporting needs as defined by the business.
  • Record, compile and report pre-established metrics data on all products and software submittals and provide appropriate analysis and business recommendations to business partners.
  • Maintain process and training documentation for all tasks.

Generic skills
• Performs assessment and identifies project/program priorities requiring general domain knowledge and developing business experience.
• Supports and may lead IT projects within local organization with limited resource requirements, risk, and/or complexity often related to network, server or software upgrades or implementations.
• Assesses risk to project/program success and makes decisions within limited parameters under regular supervision.
• Receives regular and general instruction, guidance, and direction from others on project/program priorities in the form of specific objectives.

May be responsible for managing & driving process improvements, may lead projects.
• Communicates relatively complex technology concepts; interacts with others to inform and provide suggestions for action.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 5+ years of work experience.

Preferred Certifications
• ITIL, PMP, Six Sigma or other certifications would be useful.

Knowledge & Skills
• Project management
• Project planning
• Information technology (IT)
• Systems integration
• Project management software
• Process improvements
• Infrastructure design
• Security management
• Risk management
• Internal communications
• Contract management
• Project controls

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Job -

Information Technology

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement