28-09-2011 | EXPIRA LA 28-10-2011
Job expirat
About Adobe’s CEM Business Unit
Adobe’s Customer Experience Management solutions raise the bar by enabling enterprises to focus on experiences that optimize your digital initiatives, both internal and customer-facing, and ultimately providing the best possible customer experience. CEM provides into a single comprehensive platform the technology to support businesses reach new audiences and convert them into brand ambassadors by delivering an engaging experience across the entire lifecycle of a customer’s journey.
The CEM group within Adobe Romania combines the power of web experience management in Day technologies (JCR, CRX, CQ5) with the immersive user experiences brought by Rich Internet Application (Flex, AIR) to transform how the enterprise service their customers and online community.
Position summary:
This position works within the Problem Management process for IT infrastructure and applications. You will work across IT to Lead Incident Response and drive Problem Management. Problem Management Analysts will carry out activities delegated to them such as producing fit‐for‐purpose reports and auditing Major Incident or Problem Management data to ensure accuracy.
* This job requires individuals to be on‐call on a regular basis during the week and on weekends.
Responsibilities:
Lead Adobe IT’s Major Incident Response process.
Facilitate incident communications to key stakeholders, IT management and customers.
Facilitate Post Mortems for Major Incident’s.
Additional related activities as identified and required.
Understands and continuously recommends improvements to the process, procedures, work instructions, policies, required documentation and tools.
Works with Service Managers to improve their services.
Produces reports based on defined Key Performance Indicators.
Provides process compliance support.
Provides information on the IncidentProblem Management processes and arranges training when required.
Performs training and evangelizes processes.
Will be expected to obtain the technical and organizational knowledge required to perform these activities.
Manages documentation and other information that support the process.
Requirements
3-10 years experience in Incident or Problem management
Proven ability to multi-task and deliver results within tight timeframes.
Proven ability to work independently with minimal supervision and as part of a team with direct responsibilities.
Ability to juggle competing priorities and adapt to changes in project scope.
Ability to communicate and collaborate effectively with teammates.
Effective verbal and written communication skills when communicating at all levels of authority within the IT organization and cross-functionally with business units.
Ability to communicate effectively with customers.
Understands and continuously recommends improvements to the process, procedures, work instructions, policies, required documentation and tools.
Has basic knowledge of IT-infrastructure to understand and be able to combine the data that is delivered to them.
Is a self-starter who is adept at translating concept to concrete action and turning strategy into tactical implementation.
Ideally would possess ITIL v3 certifications.
Cross-functional team experience a plus
Must be a strong cross functional leader.
We offer the opportunity to build a career in a rapidly expanding software company, working with international technology groups. Excellent benefits package including Stock Options Plan, Medical and Life insurance, and more.
Adobe believes personal fulfillment and company success go hand in hand, sustaining one another. In fact, our dynamic, rewarding working environment is well known - including eight years on FORTUNE magazine's "100 Best Companies to Work For" and other, similar accolades. By hiring the very best and brightest, Adobe continues to be a simply better place to work - creating a dynamic environment today and providing incentives for future achievement.
Adobe s office in Romania serves as a Research and Development center and focuses on improving Adobe products such as Dreamweaver, Flex and AIR, and researching related web technologies. The center also provides Adobe with greater access to the business community and the expertise in the growing Eastern European market.
You will find here a Research and Development Center with passionate, exceptional and unique individuals who use their skills to shape the next web technologies. You will be a part of a dynamic and rewarding work environment which is well-known around the world. You will discover the excellent benefit plans and challenging programs at Adobe. Adobe believes personal fulfillment and company success go hand in hand, sustaining one another. In fact, our dynamic, rewarding working environment is well known including seven consecutive years on FORTUNE magazine100 Best Companies to Work For and other, similar accolades. By hiring the very best and brightest, Adobe continues to be a simply better place to work creating a dynamic environment today and providing incentives for future achievement. Adobe is an equal opportunity employer.
