About Us
Mercedes-Benz USA, headquartered in Atlanta, GA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values: 'PRIDE = Passion, Respect, Integrity, Discipline, and Execution'. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.
Job Deliverables
Are you passionate about creating great experiences people will love? Do you take the user centric approach to test new features and solutions for end users? Is it your desire to make people’s lives less complicated? We offer you a chance to grow together with a team whose primary goal is to make a true difference.
Our Digital Workplace team provides end user support to all MBUSA employees. As the collaboration expert in this team, you will develop, plan, design and implement collaboration tools for all MBUSA. This includes communication throughout our offered solutions and providing training on how to get the most out of them.
To achieve this, you will collaborate closely with the business units to identify & clarify customer needs to offer the best solution. To be aligned with global Daimler guidelines, you will work with the local, regional and global IT departments.
This is not a technical testing role, rather a role focused on ensuring what our team is deploying meets the original requirements, uncovering needs through user research, and ensuring people are both aware of the offered solutions and trained to use them.
Main tasks:
- Coordinates & enables collaboration and drives topics relevant for all collaboration efforts within MBUSA
- Responsible for corresponding collaboration solutions (planning & management of all necessary internal and external activities & resources)
- Maintain solid customer relationships by handling questions and concerns with speed and professionalism
- Works closely with the end users to collect demands
- Drive customer experience and satisfaction
- Ensure the products we are deploying meet our end user needs
- Establish test criteria based on user stories
- Serve as a trusted adviser to the business stakeholders and understands their core business processes and priorities to better deliver technical platform solutions and services
- Consider end-to-end user experience and how new features may impact that experience
- User acceptance testing, usability testing, follow up & continuous feedback rounds with customers including deriving improvement actions
- Responsible for project management for the implementation of releases or new developments of solutions, providing relevant user trainings and documentation
- Develop and execute plans for new end user products, features and functions to all end users
- Consolidate multiple customer satisfaction data points to develop a customer experience dashboard,
- Create, distribute and create awareness of marketing materials for current and future solutions to promote for collaboration solutions
Collaborates cross-functionally with other technology teams in the infrastructure and digital workplace organizations
- Reports overall status to leadership, breaking down projects
- Coordinates with other internal or supplier teams (e. g. Architecture, Project Management and functional streams)
- Developing products in an agile environment, using data, analytics and insights from user
- Designing, structuring and managing the provision of collaboration solutions with Microsoft technology, such as SharePoint or Office 365
- Manage vendor relationships, negotiations on scope, effort and sizing of initiatives along with full financial tracking and definition of business benefits
Education
Bachelor’s Degree (accredited school) or equivalent work experience with emphasis in:
- Computer/Information Science / Information Technology / Management Information System (MIS) Business Administration / International Management / equivalent degree
Experience
- Must have 3 + years (total) of experience in the following:
- Develop innovative ideas to improve Customer Satisfaction
- Experience working in an Agile environment
- Experience with Design Thinking & User Experience
Design Thinking:
- Lead the overall collaboration experience for desktop and mobile – from the initial concept and validation, down to specifics
- Develop detailed customer journeys, user flows, wireframes, mockups, and other product deliverables to effectively translate product requirements into a tangible interaction model
- Support product planning and ideation by participating in collaborative brainstorming and high-level prototyping sessions, and ultimately validating your assumptions, test new features, and incorporate user feedback into design iterations
Communication:
- Collaborate with business partner and IT team to synthesize and incorporate feedback with a customer-centered focus
- Respond to day to day questions from the team and business
- Coaching/Training experience with end users on collaboration tools
- Marketing campaign set up for new products/services
- Experience in working in a cross-functional team and DevOps & Agile working models
- Experience in testing/validating/improving user acceptance, functional, usability
- Execute user acceptance testing
- Review products with end-users to incorporate their feedback
- Experience in preparing strategic decisions and target group-focused communication at all levels
- Experience in marketing and advertising developed solution.
- Experience with multiple collaboration tools
Nice to Have:
- Experience in software design and software architecture, implementation of innovative agile software development concepts
- Consulting
- Change management
- ITIL v3 / v4
- SharePoint
- Mattermost
Knowledge, Skills & Abilities:
- Excellent interpersonal, communication and presentation skills, including a natural ability to tell the creative story while reading the room and adapting
- Ability to communicate effectively in groups and defend your design decisions professionally
- Strong ability to influence people to accept new ideas (change management)
- Highly developed research skills
- Displays professional appearance and demeanor in a corporate environment.
- Extensive software skills are required with proficiency in Microsoft Office applications, including SharePoint & OneNote
- Strong analytical and negotiation skills
- Ability to identify patterns and formulate solutions.
- High-level proficiency in digital messaging, usability, and user experience strategy
- Excellent efficiency and organization with multiple/simultaneous deadline-driven campaigns
- Innovative approaches to – and a deep understanding of – digital marketing channels
- Familiarity with platform standards guidelines, and best practices for desktop, mobile web, iOS,
- Proven ability to understand business goals, product roadmaps, and KPIs, and apply appropriate data and customer insights to translate into clear UX priorities
Job Competencies:
- Adaptability
- Analysis & Problem Assessment
- Innovation
- Planning & Organizing
- Problem Solution
Core Behaviors:
- Sees the "big picture" and thus understands relevant interrelationships.
- Participates actively in the development of a realistic strategy, which ensures the long-term sustainability of the organization.
- Acts responsibly towards community, environment and key stakeholders.
- Anticipates and addresses needs of customers and business partners.
- Focuses on customer benefit.
- Understands the global industry and competitive landscape and recognizes the implications for the organization.
- Builds and maintains strong relationships with key contacts outside the organization
- Encourages innovation, creativity and "out-of-the-box" thinking.
- Perceives and capitalizes on trends relevant to own area of business.
- Uses effective strategies and methods to achieve the necessary change.
- Engages other relevant partners and wins their commitment.
- Cuts through ambiguity and paradoxes to speed up implementation.
- Sets high standards and achievable goals for oneself.
- Contributes to a bond of excitement, pride and inspiration.
- Demonstrates a high level of performance and inspires others to similar achievement through own dedication.
- Gives constructive feedback.
- Recognizes the abilities of colleagues and supports them.
- Cooperates closely and shares best practices across regions, divisions and functions.
- Demonstrates and supports an environment of "lessons learned" and continuous performance improvement.
- Places company interests above departmental interests.
- Contributes to an atmosphere of team spirit and common responsibility for results.
- Actively promotes an inclusive environment and capitalizes on diversity.
EEO Statement
Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.
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