Program and Enablement Specialist

Job Description

Support service readiness of new and evolving IFS products/services via the Go‑To‑Operations (GTO) framework and lead global rollouts across the supported customer base. Help drive cross‑functional planning, change governance, enablement, and measurable service quality ensuring Minimum Acceptance Criteria (MAC), risk controls, and customer impact safeguards are met. Translate insights from CSAT/VoC, SLA/KPI audits, and operational telemetry into prioritized improvements that raise reliability and reduce operational overhead.

Global Rollouts

• Coordinate and liaise with stakeholders across the IFS Unified Support Service Operations organization to plan and execute recurring and ad‑hoc maintenance activities for supported customers.

• Coordinate and support planning for product and service upgrades, migrations, and rollout activities across the customer base.

Service Readiness – Go To Operation (GTO)

• Coordinate and guide support staff to participate in testing and validation activities for new, major, and minor releases issued by the IFS R&D organization.

• Manage team participation in knowledge transfer (KT) sessions and readiness programs for new products and services.

Quality Monitoring & Auditing

• Perform regular audits of support cases to assess adherence to SLAs, KPIs, and established service quality standards.

• Evaluate key service quality attributes such as empathy, professionalism, follow‑up, and resolution practices and identify improvement opportunities.

• Review interactions and documentation, generate quality insights, and report trends that impact customer satisfaction and overall service excellence.

Data Analysis & Reporting

• Collect, analyze, and interpret customer feedback, CSAT scores, smiley cases, and other quality-related data to provide actionable recommendations.

• Develop dashboards and reporting mechanisms to communicate quality performance metrics to leadership and relevant stakeholders.

• Collaborate with data teams to enhance analytical methods and ensure accuracy and consistency of quality monitoring datasets.

Process Improvement

• Work with process owners and support teams to identify workflow optimization opportunities and eliminate operational inefficiencies.

• Facilitate root‑cause analysis (RCA) on recurring service issues and recommend corrective and preventive actions.

• Lead continual service improvement (CSI) initiatives, including drills, scenario-based training, and role‑play exercises (e.g., Incident Management Drills) to elevate service maturity.

Training & Development

• Design and develop training modules, quality guidelines, and role‑play scenarios that highlight best practices in customer engagement and case resolution.

• Deliver onboarding and ongoing training sessions to enhance process adherence and service consistency across the support organization.

• Work collaboratively with Unified Support – Training and Quality Experience team to continuously refine training content based on evolving customer and operational needs.

Documentation & Knowledge Management

• Maintain and continuously update process documentation, quality standards, and training materials to ensure clarity and consistency across teams.

• Develop, manage, and enhance Knowledge Base Articles (KBAs), Runbooks and case handling scenarios specific to managed customer base to support knowledge-sharing and ensure uniformity in service delivery and localization as and when required.

Qualifications

• 3+ years in IT/Software support or services across project/program management, quality, or business analysis.

• Experience in managing medium to large scale projects, quality auditing, service improvement, and/or customer satisfaction programs.

• Ability to manage multiple tasks simultaneously.

• Demonstrable knowledge of cloud computing services or IT service management methodologies and best practices (preferably via ITIL)

• Experience in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool

• Microsoft 365 proficiency: Excel & Word (advanced); PowerPoint, Teams, SharePoint; basic MS Project.

• English fluency with Strong communication and presentation skills.

• Localization: Experience working with Japanese stakeholders and localizing content to Japanese (preferred).

Additional Information

Why join IFS? By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.