Senior Service Support Specialist

Computacenter North America • Westwood

Westwood
210232-en_US

About the role
The Senior Service Support Specialist is responsible for all aspects of contract administration and controlling, customer invoicing and crediting, cross charge management in compliance with Computacenter’s systems, commercial policies, and processes within the defined service levels.

What you'll be doing

  • Collaborate with teams across the business to provide accurate contract administration and controlling for Computacenter’s customers.
  • Embrace and support Computacenter’s mission and company objectives that are consistent with Winning Together values.
  • Self-reliant contract design and contract change management, including maintenance of the key performance indicator (KPI) criteria for Work Breakdown Structures (WBS), invoicing plans, Vendors, and technical structure of projects within the Computacenter systems.
  • Contract creation and maintenance of all relevant contract requirements, including handling of all intercompany requests via the Computacenter systems.
  • Provide subject matter expertise knowledge of intercompany policies, billing, controlling and administration.
  • Preparation and control of all intercompany documentation and billing including timesheet recording in Computacenter’s systems of new times after booking closure.
  • Document check as basis of billing (customer contracts, orders etc.) plan.
  • Acts as a role model to Support Services Specialists, providing coaching, guidance, and support.
  • Invoicing in the Computacenter system, shipping, filing and management of contract documents (contracts, orders, acceptance of services rendered, requests and emails).
  • Responsible for the deferral process, and accruals corresponding to the rules of the services booking, maintenance of the credit notes process and system.
  • Support service review and analysis of contract profitability.
  • Analysis, evaluation, and interpretation of deviations between plan and actual margin
  • Partner with Finance, Resource Operations, Contract Management and Service Management for service reviews.
  • Support initiatives/projects including process improvement, documentation, and training.
  • Provide support for defined performance certificates or for specific customer needs (billing, budget controlling, proof of performance)
  • Play a pivotal role in ensuring customer satisfaction.
  • Document processes and procedures specific to the tools and systems that are supported by the US GSBO team.
  • Continue to seek opportunities to increase productivity and improve processes.

What you have

  • Legally eligible to work in the United States.
  • Degree level or equivalent in work experience
  • 2+ years’ experience with IT and services delivery methodologies.
  • Customer service experience
  • Commercially understanding
  • Able to engage and interact effectively with people from many different teams and organizations and maintain these relationships.
  • Demonstrates experience as a role model and subject matter expert
  • Strong business knowledge and customer orientation, ability to understand client requirements and engage with cross-functional teams for service contract administration and controlling solutions.
  • Integrity
  • Highly motivated, self-organized/able to prioritize workload.
  • Excellent customer service and process management skills.
  • Good analytic and problem-solving skills.
  • Demonstrable ability to provide input into commercial reports/presentations and documents.
  • Strong interpersonal and communication skills
  • Attention to detail
  • Capacity for teamwork
  • Ability to document processes and procedures.
  • Excellent time management, organizational, and follow-up skills.
  • Ability to handle a very demanding work environment with changing priorities.

Why you should choose us

Freedom & trust

At Computacenter, you can really thrive by having the autonomy to do the right thing, for the long-term benefit of your customers in our unique can-do culture. Our Sales professionals are trusted with high- profile customers and manage large-scale, complex projects.

Your work. Your time

Our culture means that you’re free to decide how best to manage your time and workload. All that matters is that you’re delivering your best for our customers and that you pursue a healthy work/life balance.

Celebrating success

Our two-day annual Group Kick-off event is an international sales conference like no other! It’s a great opportunity to network with your peers from Europe, Asia, and beyond. Learn, be inspired, and help celebrate the success of your team and your colleagues.

Showing appreciation & having fun

Great performance is recognized, so too the willingness to help others. Our Bravo! and tenure recognition scheme schemes are just a taste of how we say thank you for all that you do. And when it comes to recognizing success, we love to celebrate. Our company and team events are legendary!

Open communication

Despite our size, we’re an open organization that doesn’t hide behind hierarchy. We communicate regularly, openly, and directly. For us, it’s about being straightforward, delivering, and doing the right thing. Essentially, we’re people dealing with people!

Inclusive workplace

People work best when they bring their whole selves to work; that’s why we see and value you as the individual you are. We take a genuine interest in you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity, and promote inclusion within our industry.

Personal development

We offer unlimited opportunities for your personal growth and development with a structure that offers clear paths for progression. Our people have advanced to become some of the most successful leaders across the global industry – and we’re proud of this.

Health & wellbeing

Our people are our greatest asset, and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Program, a ‘Be well’ app (powered by Humanoo), Mental Health First Aiders, wellbeing webinars, wellness fairs, and much more.

Tuition reimbursement

Interested in continuing your formal education or pursuing various certifications? Computacenter provides up to $5,250 in tuition reimbursement for full time employees. We value continuing education, and this assistance includes tuition, books, registration fees, and more.

Pension & financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? For our people based in the US, we offer automatic enrollment onto our 401(k)-retirement plan with a company match. For our Canadian colleagues we offer enrollment onto a Registered Retirement Savings Plan provided by Canada Life where we’ll match 25% up to 6% of your base earnings. Irrespective of where you’re based, you’ll also have access to our financial advisors who can help you with your retirement planning needs.

Parental leave

If you’re expanding your family, you can utilize our parental leave program that provides twelve weeks of 100% paid leave for birthing parents, and two weeks of paid leave for non-birthing parents. Grow your family with peace of mind as you grow professionally with us.

Flexible benefits

We offer a wide range of benefits that you can tailor to fit you needs. In addition to great medical, dental, and vision coverage options, we also provide 100% company-paid life insurance, and short- and long-term disability insurance. Our easy to navigate employee benefits platform, you’ll have the opportunity to enroll in supplemental life insurance.

You belong

You belong

At Computacenter, we celebrate difference, and it’s important to us that we have a working culture where you can be free to be yourself. We provide an environment where you feel valued, respected, and supported to reach your full potential, and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities employer, we’re committed to ensuring that there is fair and equal access for everyone. Your application to join the team is considered on its merits regardless of your age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.

We welcome applications from disabled people and accept applications in alternative formats.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years. Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking. What’s the secret of our success? Quite simply, it’s our people.

The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

Winning Together

We are an award-winning employer!

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