Sep 28, 2019
Title: Service Optimization Engineer Location: Chichester, UK We are in one of the most dynamic periods in our history as technology; globalism and economic diversity create far-reaching changes in the world. The demand for knowledge and learning has never been greater, and Wiley is at the forefront of meeting that need. As a learning business, we make meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. Summary The Service Optimization Engineer is a senior technical role within the Global Enterprise Maintenance and Support department at Wiley and is accountable for the maintenance and support of all global enterprise application systems with respect to establishing continual improvement of services. The role will provide technical leadership for all Application Maintenance and Support teams and services at Wiley and requires partnering with Program Leadership, Senior Stakeholders, Technology Leadership, Quality Teams and external service providers. Using trend analysis and customer feedback, improvements will be identified and coordinated back to the product teams to enhance services to meet customer demand. RESPONSIBILITIES Liaise with GEA Build and relevant colleagues in Data Center Operations to ensure any new releases are fit for purpose and do not adversely affect the production environment Work to resolve "Persistent" technical issues that affect his/her supported systems Empower and motivate team to improve services Directs the development of IT strategy for supported applications; coordinates this effort across IT. Lead matrix team of people who have responsibility for strategy and development, including systems and application development, vendor management and legacy systems integration. Requires close collaboration with business customers in examining solution options and in planning and managing multiple IT-centric projects Collaborate with IT management and IT colleagues to translate corporate/functional business and strategic objectives into an IT tactical business process and systems development Stay current in new IT technologies Create and sustain business literacy and understanding of business processes connected to the AMS organization Provides input to the development of AMS standards and policies to ensure compatibility and integration throughout the company Provides input to the development of corporate AMS IT standards and policies to ensure compatibility and integration throughout the company Continual emphasis on cost savings Drive/Manage service quality and Continuous Improvement of products and services. Implement consistent monitoring across all AMS applications Implement consistent alerting for all batch and process alerting Ensure batch scheduling tool is implemented across all relevant environments Perform Capacity Management across all applications Ensure DR and Backup strategy is fit for purpose Continually identify ways to reduce costs delivering the services and improve service Participate in Technical proposal preparation and submit to stakeholders for review and approval Requirements Completed four year university degree or equivalent in Computer Science or similar technical discipline ITIL Certified Extensive knowledge of large-scale, global application support and maintenance operations and the best practice support methodologies. Previous experience in a global onshore/offshore delivery model of GEAMS services Previous experience leading technology implementations Previous experience in the publishing industry Extensive customer relationship management experience Experience in how to liaise with internal and vendor technical management Expert level troubleshooting, process refinement and triaging skills Background working with technology areas, such as Network, DC Operations and Application Management Previous experience supporting ERP, CRM, eCommerce, Business Intelligence/Analytics and Publishing packaged applications both in an internal or externally hosted or SaaS model. In particular JDEdwards, Oracle Warehouse Builder, Informatica and Cognos. Previous experience supporting AS400 mainframe custom developed systems based on SYNON / LANSA / RPG / DB2 / PHP / XML / CL Previous experience supporting a mobile technology stack related to enterprise applications such as ERP, CRM, eCommerce or BI Previous experience with SDLC and Software Quality Assurance protocols and processes Previous experience with business analysis and software design Significant experience with the most relevant business processes such as Author-to-Enhance, Procure-to-Pay, Order-to-Cash, Record-to-Report, Hire-to-Retire, Acquire-to-Retire etc. and other related publishing systems. Self-starter who does not need external guidance Capable of working to and meeting target driven SLAs English Does not require to lift objects of more than 5 lbs in weight Wiley is an equal opportunity employer and does not discriminate on the basis on race, color, creed, national origin, sex, sexual orientation, religion, age, disability or other legally protected status. Employment is contingent upon the successful completion of a background check and employment review.
Wileyed Solutions 44 Aldwick Rd, Bognor Regis PO21 2PN, UK Full-Time