{"id":3490603,"url":"https://alion.io/job/hp-remote-support-for-ms-operations-enablement","title":"Remote Support for MS Operations Enablement","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":148,"ghost_share":0,"stale_share":0.905,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Heredia, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":81000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4991},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"closed","first_seen_at":"2026-10-29T23:27:23Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-01T06:30:30Z","board_verified":false,"closed_at":"2026-11-01T06:30:30Z","days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Remote Support for MS Operations EnablementDescription -\nJob Summary\nThis role is responsible for leading the design, implementation, and governance of customer care and contractual service processes, as well as enabling CCC the successful introduction of service solutions across the lifecycle. The role combines process engineering, operations enablement, and project management to ensure seamless service delivery, operational efficiency, and readiness for new services and solutions. It collaborates globally across Customer Care Centers, GBUs, and other CS functional teams to drive process standardization, automation, and innovation, while supporting New Service Introductions (NSI), remote service capabilities, and business performance. The role analyzes business operations to identify improvement opportunities, drives transformation initiatives, and ensures alignment with service delivery goals and customer expectations. Additionally, the role establishes operational governance, supports service readiness, and may guide less experienced team members.\nResponsibilities\nLeads the design, documentation, standardization, and continuous improvement of customer care and contractual service processes across global operations, ensuring consistency and audit compliance.\nDrives process reengineering, simplification, and automation initiatives, including identification and deployment of RPA opportunities and workflow improvements within CCC environments.\nManages planning, execution, and governance of New Service Introductions (NSI) and service transition programs for CCC, ensuring delivery within scope, timeline, and cost.\nActs as Subject Matter Expert (SME) for customer care processes and tools, supporting global initiatives, business transitions, and service enablement activities.\nCollaborates with stakeholders to design and deploy remote service capabilities and support contractual service growth initiatives.\nAnalyzes business performance, identifies root causes and improvement opportunities, and translates insights into actionable process enhancements and operational strategies.\nDevelops and manages project plans, including scope, milestones, risks, dependencies, and resource allocation, ensuring effective stakeholder alignment and communication.\nDefines business requirements, creates process maps, and ensures effective integration of tools and systems into optimized workflows.\nEstablishes and monitors process performance metrics, dashboards, and reporting\nframeworks to demonstrate value and drive continuous improvement.\nCommunicates process changes, leads training initiatives, and ensures readiness of operations for new services, tools, or process deployments.\nBuilds strong cross-functional relationships and may provide mentoring and guidance to junior team members to strengthen process engineering capabilities.\nEducation & Experience Recommended\nFour-year Degree in Business Administration, Engineering, Computer Science, or related discipline, or equivalent work experience.\nTypically has 5-10 years of experience in customer support operations, business process engineering, project/program management, or service delivery roles.\nExperience in process reengineering, customer care operations (CCC), or contractual service management environments.\nExperience in managing cross-functional projects or service transitions in global environments.\nPreferred Certifications\nProject Management Professional (PMP), Lean Six Sigma, or ITIL certification is preferred but not mandatory.\nKnowledge & Skills\nProcess Engineering & Business Process Reengineering\nProject & Program Management\nData Analysis & Performance Management\nCustomer Care Operations (CCC) & Service Delivery Models\nAutomation & RPA Enablement\nBusiness Transformation & Change Management\nStakeholder Management & Cross-Functional Collaboration\nProcess Mapping & Workflow Optimization\nService Transition & New Service Introduction (NSI)\nContinuous Improvement & Operational Excellence\nDashboarding, Reporting & KPI Management\nAnalytical Thinking & Problem Solving\nCross-Org Skills\nEffective Communication • Results Orientation • Learning Agility\nDigital Fluency • Customer Centricity\nImpact & Scope\nImpacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Complexity\nWorks on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Disclaimer\nThis job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (Costa Rica)Travel -\nNot SpecifiedRelocation -\nNoEqual Opportunity Employer (EEO)-\nHP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":5826,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Laptops","Printers & Scanners"],"lifecycle":[{"event":"open","at":"2026-10-29T23:27:23Z"},{"event":"close","at":"2026-11-01T06:30:30Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/hp-remote-support-for-ms-operations-enablement","json_url":"https://alion.io/job/hp-remote-support-for-ms-operations-enablement.json","meta":{"generated_at":"2026-11-01T08:05:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12582,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhp-remote-support-for-ms-operations-enablement"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhp-remote-support-for-ms-operations-enablement"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhp-remote-support-for-ms-operations-enablement"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hp-remote-support-for-ms-operations-enablement\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhp-remote-support-for-ms-operations-enablement"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3490603}},{"tool":"search_jobs","arguments":{"company":"hewlett-packard.de","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3490603},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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