Program and Enablement Specialist
Core
Drive global rollouts and service readiness for IFS enterprise software products, ensuring operational quality and customer satisfaction through cross-functional planning and process improvement.
Role type
Senior Program and Enablement Specialist (IT Services)
Builds
Global service readiness programs, quality dashboards, and operational workflows for IFS Unified Support Service Operations.
Domain
Enterprise Software (IFS) / IT Service Management / Cloud Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Program management, Quality auditing, Service improvement, Customer satisfaction program management, ITIL methodologies, Cloud computing knowledge, Ticketing tooling (ServiceNow/Jira), Data analysis, Process optimization, Training design, Documentation management
Preferred skills
Japanese localization experience, Japanese stakeholder management, Advanced MS Project, Incident Management Drills
Technologies
ServiceNow, Jira Service Desk, Microsoft 365 (Excel, Word, PowerPoint, Teams, SharePoint), MS Project
Responsibilities
Coordinate global rollouts of product upgrades and migrations; Guide support staff in testing and validation for new releases; Perform audits of support cases against SLAs and KPIs; Analyze customer feedback and CSAT data to generate actionable insights; Design training modules and quality guidelines; Maintain process documentation and Knowledge Base Articles.
Seniority
Mid-Senior, hands-on IC
