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IT Support Lead - NA RE Program
Aon
posted 8d ago
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Flexible timing
Key skills for the job
Job Description
- The Real Estate North America Program - Project Manager & Support Lead will be responsible for helping drive NA Real Estate program deployment for Aon s Real Estate Practice
- This role will be working very closely with business and IT Teams to define and track the milestones, and activities, conduct testing, ensure support team performance, create leadership presentations and reports, and help set the development and configuration team s deadlines to ensure a successful outcome of the program
- Key Job Duties Project Planning & Spring Management - Define the activities, timelines, and milestones through project scoping and planning
- Execute the plan, run internal meetings and status reporting to the key global stakeholders
- Stakeholder Reporting and Risk Management - Track the project plan, analyze risks and provide updates by representing the program team in global program meetings with senior leadership
- Requirement Analysis - Understand, Analyze and Document requirements, create user stories, run business analysis discussions and workshops, evangelize and improve the support process
- Requirement Analysis - Partner with business directly, and other cross-functional teams to understand and document requirements, create user stories, evangelize and improve the support process
- IT Service Management - Work as queue manager for incoming tickets, assign to analyst team, track the closure within stipulated SLA, escalation management, weekly and monthly reporting, continuous improvement
- Team Leading & People Management - lead a team of support analysts, coaching and performance goal setting and evaluation
- Create presentations and run meeting with non-technical client teams
- Require persuasion and selling to explain the software specifications in non-technical way, understand gaps, and initiate product enhancements
- Analytics and Reporting based on KPIs
- Build reports and dashboard to leadership to provide metrics about support team s performance, escalate any pending issues to management and make recommendations
- Work closely with IT staff, developers and architects to review the development of software and provide design inputs
- Run Testing, facilitate user acceptance testing, and document testing procedures and testing reports to assure quality of the delivery
- Maintains the organization s effectiveness and efficiency by defining, delivering, and supporting strategic plans
- Ensure system availability and stability to coordinate with other teams
- Create tickets for IT teams, support disaster recovery exercise, plan alignment with information security and GSS controls
- Recommends information technology strategies, security policies, and procedures and coordinate with cross-functional team for alignment and compliance
- Define and validate non-functional objectives, forecasting requirements, preparing IT resources efforts, require budgets, and schedules
- Maintains professional and technical knowledge by attending trainings and workshops
- Desired Qualifications and Skills Bachelor s degree in any discipline, project management certification like PMP will be a big plus
- Minimum of 10+ years of experience in a similar role, 3+ years of project management and IT support experience in managing/supporting large IT teams
- Experience in Real Estate or Insurance Industry will be preferred
- Experience with enterprise software platforms like MS Excel, PowerPoint, Adobe, SharePoint, O365 is a must
- Understanding of Power Platform, Power BI, Reporting, Portals, CRM, Data Integrations, DocuSign, Databases, and Workflow solutions will be desired
- This is not a coding role but experience with low-code-no-code platforms will be preferred
- Experience and understanding of data privacy, real estate compliance requirements, policy administration, risk management, claims process, and systems like Origami and Archipelago will be preferred
- Strong problem-solving and organizing skills
- Result-orientated mindset, Strong communication skills, and Excellent attention to detail
- Proficiency in managing cross-functional teams, and working with team members in global time zones
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
Aon Benefits
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