Eaton’s North America Financial Services Division is currently seeking a System Administrator/Customer Experience Lead. This position is based at our Beachwood, OH location on a hybrid schedule. Position Overview: The individual will be part of the Customer Experience team primarily responsible for system administrator and change management activities for the Global centers of GFSS. The incumbent will have the accountability of maintaining the Finance Service Catalog and the related KPI’s along with driving improvements to the Case metrics in coordination with the GFSS Global centers to mitigate gaps. System administration activities for the Case tool, troubleshooting issues in tandem with the vendor and IT. Driving change management initiatives and all the relevant communications related to organizational change. Drive partnership initiatives with Finance, SCM, IT and other functions within Eaton by capturing voice of customer and building a structured customer experience enhancement plan. Responsible for learning initiatives that will enhance the level of support to our Partner teams. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. In this function you will: System administration of the ticketing tool, such as building solutions, looking at existing solutions and define changes that are needed basis the relevance of the solutions in the current context. Enhancements within the ticketing tool and working through UAT in coordination with the vendor and IT. Sending out relevant communications for system downtime and educating the team with respect to the changes during enhancement Support any new system launch with respect to migration of data/testing, being a subject matter expert on the new tool and drive train the trainer initiatives for our Global centers Review Case KPI metrics on a periodic basis and analyze trends to work with respective Global queue owners to mitigate gaps and avoid recurrence’s Review feedbacks received through the Annual survey, analyze trends, gather actions from the global centers and ensure we have action plan implementation closed prior to the next survey Driving regular cadence around case audits, ensure timely feedbacks, improvement actions to drive consistent and steady improvement year on year on case metrics Create learning calendar for the year and design structured learning initiatives for the Global centers of GFSS, measuring the effectiveness of these initiatives to show scalable improvement on all KPI’s Will be responsible for driving all change management initiatives within the organization, right from planning, communicating, implementation and measuring impact of the change Prepare and send customer and GFSS employee communications using a variety of communication methods and tools such as Yammer, quarterly newsletter, Eloqua etc. Creation and maintenance of distribution list for GFSS Global Employees for all such communications. Frequent Partnership connects to understand the voice of customers, understanding gaps with the expectations and design action plan to improve processes, required trainings to the internal teams. Talk to low survey customers on frequent basis to understand concerns. Look for opportunities to encourage self-service through various campaigns. Work with various POC’s within our Global centers such as the Local Admins and various workstreams for regular cadence of actions to understand concerns faced within all our centers, brainstorm actions and ensure we bring standardization as far as possible. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. Qualifications Required (Basic) Qualifications: Bachelor's degree from an accredited institution in Accounting or Finance 10+ years of total work experience Relocation assistance is not available for this position. Only candidates currently located within a 50-mile radius of Beachwood, OH will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation. Must be legally authorized to work in the United States without company sponsorship. Preferred Qualifications: The person is expected to be very effective at driving change in a cross-cultural environment with Global teams and therefore should be good at influential skills Excellent knowledge of MS Office is a must (Word, Excel, Access, PowerPoint, Power BI etc.), Excel Macro, Power Apps Knowledge of Web Content Management (WCM), SQL Plus (ad hoc query software) and Office 365 toolset. Position Criteria: Good experience of Oracle or SAP Financial Systems Good at technical skills with hands-on experience of troubleshooting Highly analytical and logical. Well versed with Reporting and Analytics tool’s such as Power BI An excellent communicator with fluent English communication and presentation skills Strong customer service orientation Ability to work collaboratively across boundaries/business lines and cultures What you’ll get from us: We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site. Flexible work options to help balance work/life demands (at participating Eaton sites) Healthcare/retirement savings programs Competitive compensation packages to reward skills and performance Tuition assistance or financial help for ongoing learning and development Health, Dental, Vision & Wellness programs Donation matching (U.S., Canada, Puerto Rico) Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: AccommodationsForApplying@Eaton.com Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. We are guided by our commitment to do business right, to operate sustainably and to help our customers manage power ─ today and well into the future. By capitalizing on the global growth trends of electrification and digitalization, we’re accelerating the planet’s transition to renewable energy, helping to solve the world’s most urgent power management challenges, and doing what’s best for our stakeholders and all of society. Founded in 1911, Eaton has been listed on the NYSE for nearly a century. We reported revenues of $19.6 billion in 2021 and serve customers in more than 170 countries. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We have demonstrated our passion for sustainability with the announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. Eaton is committed to having a workforce that is diverse and non-discriminatory at all levels, reflecting the diversity of our customers and the varied environments in which we conduct business around the world. Our success depends on our ability to attract and retain the very best people unlimited by race, color, social or economic status, religion, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or any protected status. Eaton follows relevant non-discrimination laws and regulations in the countries where we operate. It is the policy of the Company to make all decisions regarding employment, including hiring, compensation, training, promotions, transfers, or lay-offs, based on the principle of equal employment opportunity as defined above. Job: Finance/Accounting Region: North America – US/Puerto Rico Organization: NAFSC North America Financial Services Center Job Level: Individual Contributor Schedule: Full-time Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes – Hybrid Does this position offer relocation?: No Travel: No