Overview:
Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.
The Sr. Project Lead will first have a heart for helping others. They will be called on to first create value for the organization through managing and optimizing projects, technology and resources assigned to these projects and, second, to establish and champion project management practices for the Support Now department. The ideal candidate will possess an equal measure of IQ and EQ, and will not only be bright and resourceful, but also be someone with whom others want to work. Candidates should also possess strong influence skills and demonstrate the ability to lead others to successful outcomes.
This role will be responsible for leading multiple, concurrent projects as part of the Support Now roadmap and service transformation. They will need to have excellent organization, communication, and influencing skills.
The ideal candidate will have a good knowledge of help desk operations and systems, will also likely have interests in future technologies and advancements and will have worked in a project management, program management or IT program management capacity for a large company, and have experience in Agile. They need to be a great communicator at all levels of the organization and be able to translate the complex into easy-to-understand concepts for different audiences. They will need to be fast learners with excellent interpersonal skills. They must be a team player with the ability to lead project team members with varying backgrounds. They may lead/participate in the selection or oversight of outside vendor partners and must also be able to co-manage projects with said partners.
Responsibilities:
- Plans and directs projects and provides consultation to co-workers with a high degree of independent latitude and decision-making ability
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Plans and facilitates meetings with stakeholders at all levels to define and accomplish project goals
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Leads and directs multiple and complex projects—most of which are cross-functional—ensuring delivery of outcomes and ultimate value is achieved in accordance to the project success metrics
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Develops detailed project requirements
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Develops key success metrics and outcomes
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Creates project plans
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Organizes and tracks project plans, ensuring all parties are engaged at the right time
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Schedules regular checkpoints with appropriate parties as needed
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Tests and approved functionality as needed
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Provides recommendations and project status updates to leadership
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Uses resources wisely and has a high degree of latitude within all project aspects
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Develops and grows project management expertise and techniques within the Support Now department
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Stays abreast of new project management methodologies, techniques and strategies for project management and completion.
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Teaches and develops others around project management techniques as needed.
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Presents internally or externally to others regarding their expertise and technical knowledge.
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Assists with the management of outside parties as necessary for project completion and/or financial or budgetary items, contract reviews, etc.
Minimum Qualifications:
- Bachelor's Degree
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5 years of work experience
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Large-scale project or program management experience
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Project management certification
Preferred Qualifications:
- Master's Degree
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Customer service experience or call center experience
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IT project management experience
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Knowledge of ServiceNow platform
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Agile certifications
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Project Management Professional certification (PMP)
Minimum Years of Experience: 5 Travel Requirements: 5% Required Level of Education: Bachelor's Degree Preferred Level of Education: Master's Degree
