Overview/ Job Summary

Are you looking to join a growing company where you can do the best work of your career? At Contegix we believe in a team environment that promotes the ability to make a difference within the organization. We treat our employees with the same commitment to "Go Beyond" in an environment of respect, collaboration, and dedication to excellence.

Contegix, an Atlassian Platinum Solutions Partner, specializes in delivering full stack solutions for everything surrounding Atlassian tools, from securing the platform they run on all the way up to the business processes that the tools enable. We pride ourselves on delivering exceptional service to our customers by leveraging our deep understanding of Atlassian solutions and our commitment to staying on the cutting edge of technology.

TheTotal Care Program Managerwill be directly responsible for managing our organizations Total Care team and initiatives. Client management, consultant and project/contract ownership, and escalation management play an integral part of this position.

Responsibilities:

• Reporting:
  • Project monthly status updates for all Total Care related projects.
  • Provide support in project financials, including monthly review of project charges, variance analysis, updating program forecasts and other tasks that may require analysis and reporting at project/program level.
  • Continuously provide world class customer service (measured by NPS and CSAT).
• Client Management:
  • Work closely with sales during the pre-engagement phase:
    • Review SOW, provide feedback and updates.
    • Participate in client calls to review and explain what is provided with Total Care.
  • Work with clients during the onboarding process to get them set up in our system and perform introduction calls.
  • Conduct facility weekly calls with clients as required.
  • Be the point of contact for all client escalations, understand project deliverables and speak to the business rationale as to why the team has prioritized one feature or deliverable over another.
  • Build a Case Study and Reference Library.
  • Triage out Total Care tickets as they come in based on client, priority and resource allocation. Maintain project repositories of documents. Prepare documents for various recurring meetings including minutes, issue logs etc.
  • Build a positive and engaged consulting team.
• Strategic Development:
  • Work with Sales to review all current engagements to determine where and when contracts can be updated.
  • Work with Sales and Delivery leaders to define the Total Care offers and suggest improvements to increase business needs and strategic growth.
  • Work with Marketing to increase and update material available for Total Care.
• Member Management:
  • Facilitate Total Care team stand-up meetings, project planning meetings, project retrospective meetings, etc.
  • Facilitate monthly (at a minimal) 1:1 with the Total Care team.
  • Perform annual performance reviews.
  • Maintain resourcing of the Total Care team with the listed Project Capacity and work with the Deliver Leaders regarding utilization and possible hiring requirements.
• ADHOC:
  • Assist the PMO team by running smaller Engagements, as required.
  • Maintain documentation within the Contegix knowledge base to ensure that all departments have access to the latest information.
• Perform other duties as assigned or required.
• Working hours are 8 hours a day with a 30 min non-paid lunch break. However, as we are IT it's expected that night/weekend work will be required for Production Deployments and ADHOC items as they arise. Contegix will do its best to ensure all after hours tasks are scheduled, with the understanding that this cannot be guaranteed.

Qualifications:

• Bachelor's Degree in Management, Business, MIS, or related discipline an a minimum of 3 years of experience in a management position; or equivalent combination of education and experience; is required.
• Experience facilitating Atlassian Tools (Jira, Confluence, etc.) across multiple environments is required.
• Experience managing an updated central repository (project plants, reports, competencies, etc.) is required.
• Active Atlassian Professional Certifications are preferred.
• Must have a high level of interpersonal skills to handle a variety of internal team and customer situations - i.e., demonstrated poise, tact, and diplomacy.
• Developed leadership and collaboration skills to drive a successful team throughout concurrent projects.
• Proven success as an Escalation Point of Contact.
• Proficient in shaping and influencing strategic initiatives within an agile environment.
• Must be able to recognize and recommend solutions to various challenges and technical situations.
• Demonstrated ability to maintain discretion and confidence when managing highly sensitive scenarios.
• Able to prioritize tasks and be responsive to clients and team members.
• Excellent written and verbal communication skills - including meeting minute documentation.
• Excellent working knowledge of Microsoft Office (Word, Excel, Outlook, etc.).

Key Position Details:

• Travel is required:
• Although uncommon, on-site client work for kick-off meetings, client specific laptop set up, and project engagements.

The responsibilities of this position require that you have access to sensitive information about Contegix and Customer systems and information, including Federal proprietary information, protected health information, personally identifiable information, and security relevant information. You will be required to safeguard any information you are exposed to and comply with any special handling requirements and reporting procedures.

Important Job Application Notice

We want to ensure your job application experience is safe and secure. All applications for our job openings must be submitted directly through our website. Please note that if you receive an email from the domain"@careers-contegix.com," it is not valid and could be a scam. We take your security seriously and want to protect you from potential fraud. To view and apply for our open positions, please visit ourCareerpage.

Contegixprofessionals are committed to excellence. We strive to be experts in our chosen fields, and to be knowledgeable consultants who understand our clients needs and work creatively to leverage technology for their competitive advantage. Visit our website for additional information:www.contegix.com.

AnEqual Opportunity Employer

Contegix participates in the E-Verify program. Therefore, any employment with Contegix will also be contingent upon confirmation from the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) of your authorization to work in the United States.