Job Description

Program Manager - Print Service Operations

* Country:US
* State:NORTH CAROLINA
* City:Research Triangle Park
* Category:Enterprise Operations
* Required Education:Bachelor's Degree
* Position Type:Professional
* Employment Type:Full-Time
* Contract Type:Regular
* Company:(0147) International Business Machines Corporation
* Req ID:354932BR
* Travel Required:No Travel
* Min Salary:
* Max Salary:
* Currency:
* Location:Research Triangle Park, NC US

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Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

As part of the toolset we provide to the workforce, our team, within the broader CIO mission, provides office print services to the IBM workforce. The print service is made up of many components, across hardware, software, services, and support, including 3rd party deliverables. Delivering office print spans various responsibilities from understanding the print needs of the workforce, understanding print industry trends and opportunities to drive value for the enterprise, negotiating with print suppliers, establishing and operating the enterprise print service, and managing the print program end-to-end, across planning, delivery, controls, financials, supplier relationship management and end user experience & satisfaction.

Your role, as the print operations SME is to:
Deliver communications content that covers the end user experience end-to-end, ensuring that all content is understandable and easy to read, and clearly describes next steps/actions for users.

* Provide the development, planning and execution of print related communication initiatives for IBMers globally. Set user-focused business objectives to communicate the Print program to IBMers
* Write and manage all content for Print@IBM; Wikis, FAQs, signs, labeling, mailers
* Write the descriptions for new or updated Print@IBM applications that are in the Mac@IBM, and PC@IBM stores.
* Write content and/or support the Help@IBM team on Print@IBM topics
* Write content for print related RFPs and RFIs, SOWs, and any other formal documentation
* Respond to user feedback and questions regarding the print service following consultation and review with print SMEs
* Collaborate with the project team to investigate user impact problems, feedback and questions, and provide content solution to assist with their needs
* Provide support to the Project team for Executive inquires or requests
* Ensure any written translations are provided where legally required
* Support print project related and ad hoc communications activities
* Stand-up all Help desk related activities for users of the service to ensure they have easy and intuitive avenues to get help. This includes creating user content and reviewing content and processes on a regular basis. This also includes ensuring that incident handling is in place for common user issues and problems.
* Support integration activities with IBM ServiceNow to ensure a consistent user experience for users who print
* Provide a method of reporting Help@IBM metrics and user feedback for the Project team.
* Provide updates to existing training and incident handling for Help@IBM agents

Deliver continuous improvement of the end user experience with print end-to-end:

* Develop and maintain knowledge about the print industry to drive delivery of state of the art service to IBM
* Be the end user advocate to deliver an excellent user experience; collaborate with the UX team and others on the print tribe to continuously improve NPS; be accountable for the end user experience
* Participate in evaluation and testing of supplier print solutions
* Be the SME on the usability aspects of the print offering
* Lead print tribe in agile practices such as Empathy Mapping and Acceptance Criteria to define and plan changes to improve end-user experience
* Work with others on the print tribe to maintain an accurate view of print key metrics; engaging the Product Owner, Iteration Manager, Print Architect, and other members of the print team, as appropriate to gather and interpret metrics data
* Analyze and report user Help Desk Metrics on a monthly basis as part of global Print@IBM performance metrics. Provide support for collection and reporting and address actions with the team that impact IBMers who use the Print@IBM service
* Research and confer with technical SMEs for deeper knowledge to thoughtfully understand the software and hardware our users need and use.
* Provide consultation as needed on special projects or complex Move/Add/Change/Delete requests that impact users. e.g. Sensitive printer moves, Executive moves, Gold team projects, in support of Product Owner, Iteration Manager, Print Architect and other members of the print tribe.
* Provide UX validation testing of new print software to ensure it works properly. Validate that the steps match the materials published for IBM users in comms, Help@IBM, and signage. Update materials as needed. Support the technical team with testing the installation of the software on all user platforms.
* Provide UX validation testing of new printer hardware to ensure it works intuitively and meets IBM access and useability requirements. Validate user interface with the materials published for IBM users in comms, Help@IBM, and signage. Update materials as needed. Support the technical team with testing the installed hardware.
* Provide communications training to Help@IBM agents
* Make recommendations and improvements on communications and service activities and other related work that impact the program
* Establish a community of print sponsor users who can provide valuable insight into the print experience

Deliver a fully accessible enterprise print service:

* Ensure accessibility is considered and delivered in the enterprise print solution at every user touch point, across solution design, applications, devices, services, and the environment.
* Ensure that for all authorized, the Print@IBM solution end user experience perceivable, operable, understandable, and intuitive
* Address legal requirements and IBM standards for accessibility to address broad range of disabilities including vision, mobility, auditory, neurological, cognitive, and medical.
* Apply assistive technologies and tools such as screen magnifiers, screen readers, speech recognition, risers, etc. where necessary and appropriate

Use these skills to deliver seamless service.

* Continuous value delivery oriented
* Effective collaborator with proven process & value improvement skills
* Ability to work in changing, ambiguous and/or stressful situations
* Ability to shift priorities quickly and capacity to handle multiple priorities

IBM will not be providing visa sponsorship for these positions now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Required Technical and Professional Expertise
* Knowledge of agile methods and experience in working in an agile squad
* 5 plus years of experience in IT service management
* Content development with a focus on visual appearance, simplicity, and clarity, writing for end user understanding in English

Preferred Technical and Professional Expertise
* Knowledge of enterprise print industry and offerings
* 2-years experience as a Content Developer and/or usability tester
* Knowledge of accessibility legal requirements and IBM standards for accessibility
* Experience in accessibility reviews and testing

About Business Unit
The Office of the Chief Information Officer (CIO) owns IBMs IT strategy and provides the tools, workstations, devices, and infrastructure that IBMers use to do their jobs every day. Put simply, our mission is to create a productive environment for IBM's 365,000 worldwide employees. Join us as we lead with design to drive simplicity and ease of use, engineering the systems that run the business, and innovating to transform the business.

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

IBM intends this job to be performed entirely outside of Colorado.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.