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YOH IT Solution Specialist in Kansas City, Missouri

In this role, you are the owner of the IT Solution for Customer Centricity. A solution is defined as the collection of IT Applications which covers business operations within one or more functional areas of the company. The Customer Centricity Solution focuses primarily on applications which enhance our understanding of, and relationship with, our third-party customers. Due to the interconnected nature of the company's business and supporting IT applications, the solution you will be in charge of will require frequent collaboration with other solution managers and teams within the global IT organization. Additionally, you will work very closely with the company's business teams and key stakeholders. Your role will include significant elements of project management, business analysis, and application implementation management. To be a successful solution manager, you will develop considerable business expertise within your solution area, in order to be able to work hand in hand with functional management and key users. You are responsible for your solution's delivery road map, enhancement pipeline, and continuous improvement efforts. Importantly, the solution roadmap should be fully aligned with business needs, requiring frequent interaction with functional key users to assess and review business priorities. A strong ability to collaborate with internal users and external customers to understand what creates value for the company's customer base is an important factor to success in this role. A key responsibility of your role is to own the end-to-end customer experience of the company's customer service-oriented applications, ensuring a high-quality user experience with the company's applications, both for new functionality and product support for ongoing use of the applications. For Build activities, you will have responsibility for the forward planning of enhancement and project strategies, priorities, and other initiatives, and for developing a communication plan to provide visibility on progress to all stakeholders. This will include acting as project manager for enhancement and expansion projects for your relevant applications, as well as assuming business analysis and implementation roles, as needed. Project-related efforts may be undertaken in close collaboration with global application and development teams to jointly deliver projects within the North America region. On a project basis, you manage the relevant activities of business analysts and functional users assigned to the project, and ensure that comprehensive requirements are developed according the relevant project management methodology. You will frequently engage actively in business analysis tasks for your projects, often serving as a source of guidance and supplement to assigned business analysts when needed. For Run activities, you will collaborate with the Application Support Manager to ensure that day to day support Level 1 and 2 are handled in a transparent and timely manner, with appropriate Service Level Agreements SLAs defined between IT and business teams. You will have responsibility to act as a Level 3 support escalation point for subject matter expertise or when the solution needs to be modified to ensure continuity. You own overall incident and problem management for your Solution and ensure that the support structure is effective for your applications. PRIMARY RESPONSIBILITIES/ESSENTIAL FUNCTIONS * Impeccable end-to-end management of your solutions, covering strategy and planning through to support. * Creation and communication of overall vision and short- and medium-term regional strategy for your solution applications * Manage internal functional and IT resources to effectively execute your solution strategy * Manage and coordinate the analysis/design and implementation of solution applications and related projects * Manage project and release scope, develop project plans and deliverables, detailed work plans, schedules, resource plans and st