The position job responsibilities include Application Managed Service (AMS) vendor management responsibilities supporting the HRSS organization locally including:
* AMS Governance management to maintain integrity of the Operate service model defined for the HR Application Portfolio management
* Work with AMS provider to review project management deliverables and associated SLA's compliance
* Partner with Management and HR Shared Services to improve the service delivery model and communicate accordingly across the AMS provider, business systems analysts, and business / user groups
* Deliver upon service improvement targets to enhance partnership and service delivery effectiveness
* Serve as central point of contact for regional shared service delivery including ticket prioritization, and required escalations to ensure business priorities are achieved
* Communicate/coordinate communications with the AMS provider, Business Systems Analysts, business/user groups
* Act as the liaison between HR Shared Services, the AMS provider, and functional COE's (Centers of Excellence)
* Manage resources in application support COE and partner with regional HR counterparts as required
* Participate in staff performance feedback for resource evaluations
* Identify and resolve issues / risks
* Manage and participate in project activities as required
* Prior Application Managed Services expertise working in a global environment required
* Experience working in an outsourced project support environment, managing vendor Service Level Agreements (SLAs) and escalations
* Experience working in a Helpdesk environment managing system support tickets using Salesforce.com and Service Now
* Experience working with multiple parties to prioritize production support tickets and minor enhancements based on business objectives
* Ensure SOX and other regulatory compliance policies are managed
* Management of external resources, including onshore and offshore
* Prior experience in HR Applications including: Workday, Global Data Warehousing, PeopleSoft, Cognos, Cornerstone, Peoplefluent, Salesforce.com
* Strong communication skills, written and oral, expert use of MS Office tools, including PowerPoint, Visio, Excel, and Project
* Supervisory / Management skills
* Relation Management skills
* Attention to detail
* General knowledge of the insurance industry
About AIG
American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States.
AIG Property Casualty is a global market leader, one of the few truly global property casualty franchises.
AIG Life and Retirement is one of the largest life insurance organizations in the U.S., and provides protection, investment and income solutions needed for financial and retirement security.
United Guaranty Corporation is the marketplace leader in mortgage insurance in the U.S.
Additional information about AIG can be found at www.aig.com | YouTube: www.youtube.com/aig | Twitter: @AIG_LatestNews | LinkedIn: www.linkedin.com/company/aig
*The position job responsibilities include Application Managed Service (AMS) vendor management responsibilities supporting the HRSS organization locally including:*AMS Governance management to ma
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