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    Manager, End User Experience - Houston, United States - Buckeye Partners

    Buckeye Partners
    Buckeye Partners Houston, United States

    3 weeks ago

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    Description
    Buckeye Partners is currently seeking a

    Manager, End User Experience

    with broad knowledge around information systems related to end user computing in the Oil & Gas Industry to join our growing team

    Buckeye is the premier infrastructure and logistics provider for the world's energy needs, both today and tomorrow.

    Since 1886, we have successfully navigated transitions in the way energy has been distributed to continually meet the needs of an evolving market and industry environment.

    Our people are a critical element to the success and longevity of our operational history and our future as we seek to thrive through the energy transition.


    We own and operate a diversified global network of integrated assets providing midstream logistic solutions, primarily consisting of the transportation, storage, processing, and marketing of liquid petroleum products.

    We are committed to safely and responsibly providing world-class service to meet the continually evolving energy needs of our customers and the communities we serve.

    As part of this commitment to our customers, we are continually diversifying our platform and service offerings to enable less carbon intensive energy solutions, and undertaking decarbonization efforts on our operations.


    Role Summary:
    The

    Manager, End User Experience


    is responsible for consistent high-value interactions between end-users and their technology, ensuring that support processes and user technology footprints support business operations and strategic goals, and setting standards of consistency and usability for hardware and software technology.

    Direct responsibility for processes related to call center and field service delivery, user environments, mobile device platforms, asset management, incident, and problem management, UX engineering, digital workplace execution, and self-service technologies.

    Engage in continuous improvement efforts to increase cost value and customer satisfaction with provided service catalog, including root cause analysis, automation, self-service implementation, proactive problem prevention, and process update and rollout.

    Develop and implement strategies to improve relationships and satisfaction with internal customers.

    Responsibilities & Essential Functions include:
    Develop and drive customer experience strategies related to end-user hardware and software, and critical support and execution processes

    Collaborate with Businesses Partners and key business stakeholders to ensure alignment of technology delivery and support processes with business strategies and needs

    Ensure technology solution design takes into account customer needs and useability requirements, including setting and maintaining standards for end-user hardware and software in regards to User Experience

    Partner with technology leaders to align technology solutions with standards for useability and user experience

    Ensure IT Services Run organization is appropriately setup to take on ongoing support of new or changed service.

    Support management of Service Desk and Field Service processes to increase quality of service, implement innovative solutions, improve service delivery cost and efficiency, and maintain high levels of customer satisfaction

    Optimize and enforce request handling and escalation policies and procedures

    Accountable for the delivery of Major Incident Management and Problem Management services against agreed KPIs. Actively manage and/or support Major Incidents as they arise within Safelite, ensuring minimal amount of business disruption.

    Coordinate IT procurement activities for end-user systems, including provisioning, delivery, and lifecycle management.

    And other duties as assigned.


    Position Requirements:
    Bachelor's Degree in Technology, Business, or Equivalent years experience required

    Five plus years' experience in Information Technology or related field

    Three plus years' experience in Customer Service or related field

    3-5 years Experience with developing and delivering training on systems, process, standards, and policy.

    3-5 years Knowledge of ServiceNow platform including familiarity with ServiceNow modules (CMDB/ITSM, Portal, Mobile, and Automation) and workflow

    3-5 years Demonstrable experience of collaborative working with teams locally and globally

    3-5 years Must have broad general knowledge of infrastructure, network, application technologies in addition to SDLC, ITIL and Service Management common practices,


    3-5 years Proven analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and measure success.

    3-5 years Excellent troubleshooting and documentation skills.

    Strong communication, analytical, and problem-solving skills

    Capability to travel, as work requires


    Certificates & Licenses:
    None required

    ITIL preferred

    Agile preferred

    ServiceNow expertise preferred

    Other Skills, Attributes and Abilities:
    Ability to lead project initiatives

    Excellent communication and analytical skills

    Customer service skills and focus are essential

    This position requires good visual acuity, with a large portion of the time using a PC or other screen


    Essential Functions:


    This position requires the ability to safely and successfully perform essential job functions consistent with ADA, FMLA and other federal, state and local standards, including meeting qualitative and or/quantitative productivity standards.


    This role requires the ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

    This position requires compliance with all personnel policies.


    Physical & Safety Requirements:
    The person in this position needs to occasionally move inside the office to access file cabinets, office equipment, etc.

    This role continuously operates a computer and other office productivity equipment (i.e. a calculator, copy machine and computer printer).


    About You:


    To be successful in the Buckeye culture, our employees must possess a demonstrated commitment to environmental responsibility and regulatory compliance.

    Excellent communication, both written and verbal, as well as strong organizational skills are paramount.

    You must work independently and be able to exercise tact, discretion, and professionalism when dealing with internal and external customers, and when handling sensitive and confidential information.


    Buckeye wants to create and reward an organizational focus that stimulates the creative and entrepreneurial actions of its employees that result in innovative ways of reducing costs, generating revenues, improving productivity, or improving processes.


    People First Culture:


    From managing over 5,000 miles of pipeline to commercializing clean energy projects, our people collaborate to provide world-class service and meet the changing energy needs of our customers.

    Our employee-first culture means that we invest in our employees and equip them to be fully contributing members of high performing teams.

    We are focused on collaboration, inclusion, empowerment, accountability, and professional development. We want the best in you to bring out the best in us.


    Join us as we work together to build a business that is responsive to the needs of the future while continuing to serve the energy needs of communities today.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans. Please view Equal Employment Opportunity Posters provided by OFCCP on the following


    website:


    Applicants who are extended an employment offer will be required to complete certain employment verifications, education verifications, job related assessments, background check, MVR driving record check, drug screen and physical/medical exam, if applicable to the position.

    All employment offers are contingent upon the successful completion of these pre-employment processes.

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

    However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

    41 CFR c)
    #J-18808-Ljbffr
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