Career Level Summary
• Requires conceptual knowledge of theories, practices, and procedures within a job discipline.
• Performs routine assignments using existing procedures.
• Receives instruction, guidance and direction from more senior level roles.
• Entry level to a professional career progression.
Critical Competencies
• Demonstrates attention during discussions by taking notes and asking clarifying questions.
• Demonstrates awareness of non-verbal behavior/cues (i.e., body language) when listening and communicating.
• Restates and reflects back information to check for understanding.
• Recognizes presenting business issues impacting own work.
• Gathers data/information on potential ideas and solutions to address the business need.
• Documents components of the business case for change at the direction of more senior colleagues.
• Acquires a basic understanding of how the department operates and fits into the larger organization.
• Demonstrates awareness of the policies, practices, trends and information that impact the organization and its customers.
• Demonstrates basic understanding of the financial impact of decisions/solutions on the organization and its customers.
• Shows an active interest in own work and suggests improvements to current ways of working.
• Demonstrates motivation and drive to perform tasks until personal goals are met and desired results are achieved.
• Executes tasks in a timely manner without being asked; independently drives work to completion with minimal instruction.
• Accurately keeps track of details and deliverables.
• Assesses the relative importance of tasks and activities assigned.
• Applies judgment to make trade-offs on time and resource allocations when faced with competing demands.
• Helps prepare basic presentations on research findings; explains information in one-on-one settings, and answer basic questions within knowledge area.
• Communicates information without solely relying on scientific terms/technical jargon so that people without the same specialized knowledge understand.
• Learns about the importance of peer review when submitting research results for publication to assess the plausibility and quality of the research claims.
• Reviews overarching project timeline and develops a schedule of tasks to achieve project milestones.
• Works with more experienced team members to identify resources required to support a project
• Keeps relevant stakeholders informed of progress toward or changes to task timing that impacts the project schedule.
• Acquires knowledge of financial and market principles considered in the development of a business strategy.
• Listens to conversations to learn about the business strategy and business goals.
• Develops a broad understanding of ROI (return on investment) principles.
• Seeks relevant information to ensure own understanding of complex information.
• Assists team members in the creation of routine technical communication materials (e.g., policies & procedures, guidelines, presentations, messages).
• Develops an understanding of the different audience groups in the business unit/function that receive technical communications and how they differ from each other.
• Works with supervisors to set goals and priorities for individual work and manages time efficiently to accomplish goals.
• Remains focused without becoming sidetracked by non-urgent or less important tasks or interruptions.
• Demonstrates punctuality and reliability in meeting individual deadlines; completes tasks in a timely manner.
• Collects information to understand problems and identify their origin.
• Researches precedents and known solutions for basic or routine problems.
• Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed.
Key Responsibilities
• Other Incidental tasks related to the job, as necessary.
• Manage customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment.
• Act as the primary point of contact for one or more customers, help to plan as well as oversee ongoing operations of our service delivery.
• Work with customers by utilizing your project management skills to put together on-boarding schedules and tasks.
• Provide guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service.
• Create monthly and quarterly business reports to customers that demonstrate the ongoing value that our services provide.
• Create and managing project plans and schedules in conjunction with cloud engineers, and providing updates to customers on progress.
• Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements.
• Lead the root cause analysis effort with the delivery team, when issues within a customer engagement arise.
Knowledge
• Knowledge in filtering and providing data and reports to customers, utilizing PowerPoint and Excel
• Understand technical problems and translate between non-technical and technical teams
Skills
• Understands the importance of maintaining ongoing business relationships with colleagues and external partners.
• Learns what is expected regarding accuracy and thoroughness so that sufficiently detailed information is logged correctly.
• Learns to use Microsoft® and other company supported applications.
• Learns data analysis methods and procedures by assisting others in the collection and analysis of data.
• Compiles data and information to support the development of decision models.
• Develops an understanding of how to prepare and file regulatory correspondence in an organized and concise format.
• Proofs and reviews routine drafts for correct grammar, spelling and quality.