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GSC Systems Tier-2 Support Lead

Company: Northrop Grumman
Location: Irving
Posted on: January 13, 2022

Job Description:

Requisition ID: R10021298

Category: Global Supply ChainLocation: Irving - TX, United States of AmericaCitizenship Required: United States CitizenshipClearance Type: NoneTelecommute: Yes- May Consider Occasional/Part-Time Teleworking for this positionShift: 1st Shift (United States of America)Travel Required: Yes, 10% of the TimePositions Available: 1

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work - and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.
As Global Supply Chain (GSC) continues to streamline processes and adopt newer technology platforms, building a support team with strong business process and system solutions aptitude is imperative to the success of Digital Transformation. We are looking for Customer Service oriented and Continuous Improvement minded individuals to establish a support team for GSC's Ariba solutions and future GSC solutions.Key Roles and Responsibilities:
  • Provide system and business process support for Global Supply Chain (GSC) Ariba solutions ("Superuser" role)
  • Assist management in the overall direction of Level 1 Support team (e.g. adopting other GSC solutions, scaling, Digital Transformation implementation, etc.)
  • As a help desk function, address everyday process and system issues/questions from internal NG users as well as suppliers, and assist in expediting business processes (diagnose and triage issues then provide corrective actions)
    • Including scheduling and leading teleconference calls with internal NG and external personnel
    • Researching Ariba Knowledge Base Articles and other resources
    • Assist in developing and managing the support process and the technology platform used for the support process
    • Maintain user training materials and provide continuous training for internal NG users
    • Maintain and provide continuous improvement to Level 1 Support playbook (e.g. issue resolution how-to's)
    • Oversee and provide Quality Control on user training and Level 1 Support playbook
    • Train other Level 1 Support personnel
    • Maintain metrics and utilize it to provide Level 1 Support direction, and communicate to management on progress and other opportunities
    • Participate in weekly Ariba Service Request (SR) calls for awareness around SR's, new feature releases, and other system impacts
    • Assist users in gaining system access
    • Coordinate with other system support teams and business process teams for issue escalation
    • Work with process owner to create and submit functional requirements for system changes
    • Provide input on process and system improvement opportunities to process owner and working groups
    • Provide input on user communicationsBasic Qualifications:Education/Years of Experience
      • Minimum Bachelors - 10 years
      • Masters - 8 years
        • System/Functional Support:
          • Overall SAP supplier on-boarding process experience
          • Procurement / Supply Chain process experience
          • Aerospace & Defense or Northrop Grumman business experience
          • System "Superuser" experience (ability to quickly learn system navigation and troubleshooting skills)
          • Process Improvement experience
          • Root Cause Analysis / problem solving experience
          • Complete tasks / address inquiries in a timely manner
          • Ability to comprehend and become proficient in HANA/ECC
          • Communication and Organization:
            • Strong written and verbal Communication skills with various levels of the organization (users, management, senior leadership, representatives of the business departments, IT peers, employees) and externally (suppliers, peer companies, etc.)
            • Ability to document requirements specifications
            • Actively participate in meetings as well as identify solutions to support long term/strategy
            • Clearly document issues and corrective actions
            • Teaming/Enterprise Approach:
              • Collaborate well with other teams
              • Strong customer intimacy approach
              • Support short term and long term Northrop Grumman goals
              • Take and implement direction well
              • Provide constructive direction and feedbackPreferred Qualifications:
                • Ariba SLP experience
                • System implementation experience
                • Data Analytics experience (ability to analyze data and utilize it to influence business process and system changes)
                • Proficient in Excel (pivot tables and data analysis)
                • Experience in leading teams or projectsEducation/Years of Experience
                  • Minimum Bachelors - 10 years
                  • Masters - 8 years

                    Salary Range: 99200 - 148800

                    Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.

                    The health and safety of our employees and their families is a top priority. With the continuing impacts of COVID-19 around the world, we are taking action to protect the health and well-being of our colleagues and maintain the safety of the communities where we operate. As a federal contractor, and consistent with Executive Order 14042 (https://www.saferfederalworkforce.gov/contractors/) we will require all newly hired employees in the United States to be fully vaccinated by January 18, 2022 or by your start date if it is after January 18th. Federal guidance allows for disability/medical and religious accommodations with respect to the vaccine requirement. Any requested accommodations must be reviewed and approved (if applicable) in advance of your start date.Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit http://www.northropgrumman.com/EEO. U.S. Citizenship is required for most positions.

Keywords: Northrop Grumman, Irving , GSC Systems Tier-2 Support Lead, Other , Irving, Texas

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