**Location**: TijuanaOur team drives improvement through data analysis, user feedback, iterative progress, and close collaboration with our stakeholders. You will understand support processes, champion ITIL standards in streamlining and consolidating disparate processes, and work to create consistent and efficient processes in a highly collaborative environment. You will assist in managing specific process areas and related ServiceNow components, help manage the development of new feature requests, ensure up-to-date documentation and communication to users, and engage stakeholders from across the organization to ensure continuous improvement.Primary Duties & ResponsibilitiesDevelop content plans for Teradata CommunityCreate engaging content to encourage use of Community pagePlan and execute community initiatives and programsLeverage Community to improve case-deflection through self-serviceEngage with the online Community and respond to comments and requests where neededFacilitate collaboration with team of Community moderatorsAnalyze relevant Community metricsLiaise with business partners as needed to execute action plans adhering to Teradata's brand representationWork with product managers and stakeholders to drive improvements for a core set of support processesBuild strong relationships and collaborate on activities/efforts required to ensure consistent and streamlined processes across our GCS organizationHelp define requirements, manage development, test, and deploy new features in ServiceNowActively track, update, and report on development progress for specified projectsProgressively gain knowledge of our support and service offerings, and be able to assist in the prioritization of enhancement requestsProvide input to training materials, and help manage change enablement actionsManage bug/enhancement requests and contribute to our internal knowledge base by documenting solutions to known user issuesProactively identify improvement opportunities through data analysis, survey results, user feedback and stakeholder engagement**Qualifications**:BA/BS in Business, Communications, IT, Program/Project Management, or similar experienceProject management skills with exposure to Agile/Scrum development methodologiesExperienced with Microsoft Office and ServiceNowRobust verbal and written communication skills, including ability to present and collaborateIndependent problem-solver who will take initiative and execute workWillingness to roll up one's sleeves and take on all aspects of work, from action items and follow-up to strategic process evolution and prioritizationStrong problem-solving, priority-setting, facilitation, multi-tasking, analytical, and collaboration skillsStrong organizational skills with an attention to detail and a proven ability to handle multiple prioritiesSelf-starter with ability to conceive of and accept responsibility for projects and see them through to completion