Job Description

HP is the world's leading personal systems and printing company, we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives.



We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works.



At HP, the future is yours to create!



Job Summary

• The role specializes in working with cross-functional teams by supporting group progress including scheduling, prioritizing, expectation setting, and cost management for projects relating to information system improvements.
Responsibilities


The Candidate will provide business product support, support documentation and issue resolution for Print and Personal Systems New Product Introductions (NPIs) and Current Product Enhancements (CPEs) within the support website & other digital channels as per the scope of the business.

• Provide cross-asset support and issue resolution for all Print and Personal Systems NPIs / CPEs to ensure successful delivery of timely and accurate information to appropriate business partners and HP customers thru web and other digital touchpoints.
• Establish and maintain proactive and effective business relationships across product partner and asset lines.
• Resolve / appropriately escalate to business partners, as necessary, problematic product line issues
• Perform validations of product web pages built with SW availability/download functionality working as expected.
• Troubleshoot issues which affect the publishing process, deep dive issues, not resolvable by team (and others such as SOAR IT and Print & Personal systems Business units)
• Create DQL to generate reports (Excel)
• Run/Analyze DQL Translation Reports to ensure Turnaround Times are being met
• Manage content in SOAR (Prod/Test) and Genesis (Prod/Test) Reference tables used to populate dropdown lists (e. g. new environments (OS), languages, etc. )


Role will require to perform software delivery and data interpretation / conversion services and will support content quality assurance and adherence to established business rules and standards as established by the needs of the business.

• Submit and ensure accuracy of software support data into existing business databases for usage by downstream business partners.
• Track submissions through the conversion and database delivery process, and assist in the analysis and resolution of problematic submissions.
• Ensure submitted data meets established client standards and business rules, and resolve or escalate non-standard submissions to appropriate parties for resolution.
• Provide feedback / training to upstream partners if submitted data is out of compliance with established rules of submission, or otherwise not appropriate for submission into databases.
• Maintain accurate conversion templates and documentation of such to ensure integrity of quality of submissions.
• Accurately migrate content from database to database as necessitated by business needs within established SLAs.
• Maintain updated process / training documentation for all tasks.
• Collect metrics for the operational reporting needs as defined by the business
• Record, compile and report pre-established metrics data on all products and software submittals and provide appropriate analysis and business recommendations to business partners as specified in the Standard Operating Procedure (SOP)
• Perform testing on apps in support of UAT. Test changes to Genesis / SOAR / CDS+ / FTP (UAT may occur outside of normal business hours)

Generic skills

• Performs basic needs assessment and identifies project/program priorities requiring general domain knowledge and developing business experience.
• Supports and may lead IT projects within local organization with limited resource requirements, risk, and/or complexity often related to network, server or software upgrades or implementations.
• Assesses risk to project/program success and makes decisions within limited parameters under regular supervision.
• Receives regular and general instruction, guidance, and direction from others on project/program priorities in the form of specific objectives.
• Communicates basic and moderately-complex technology concepts; interacts with others to inform and provide suggestions for action.



Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, or an advanced degree with little or no work experience.



Preferred Certifications

• ITIL or other certifications would be usef



Knowledge & Skills

• Project management
• Project planning
• Information technology (IT)
• Systems integration
• Project management software
• Process improvements
• Infrastructure design
• Security management
• Risk management
• Internal communications
• Contract management
• Project controls



Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity



Impact & Scope

• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.



Complexity

• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.



Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Sustainable impact is HP's commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision - to create technology that makes life better for everyone, everywhere.


HP is a Human Capital Partner - we commit to human capital development and adopting progressive workplace practices in India.


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