Description
incident management
user support
system testing
process documentation
training development
continuous improvement
The position is based in New York, NY but can be performed from any U.S. state. It is a regular, salaried exempt role within the Headquarters division, reporting to the Information Services family. The incumbent will deliver and oversee process and technical solutions for a designated functional business area and manage service desk tickets.
Key responsibilities include managing the assigned functional area's processes and technology platforms, ensuring compliance with internal IS and Business Analyst standards, and handling incident tickets from assessment to resolution. The role also provides end‑user support for applications such as SAP Operations, T4 Forecasting, T4 Precon, Procore Change Management, HANA/Data Lake Reporting, and DocuSign, while communicating system changes and outages to users.
- Manage processes and technical systems for the assigned functional business area as part of the IS Service Desk team.
- Guide team members to follow standard IS and Business Analyst operational procedures.
- Oversee incident tickets: assess, delegate, resolve, and document all actions in the ticketing system.
- Provide end‑user support for SAP Operations, T4 Forecasting, T4 Precon, Procore Change Management, HANA/Data Lake Reporting, and DocuSign.
- Create and distribute communications about system changes, outages, and resolutions to the user community.
- Escalate Turner security compliance and standards issues when required.
- Analyze incident volume, trends, and user satisfaction to drive continuous improvement.
- Document and update internal procedures supporting business process controls.
- Perform root‑cause analysis of incidents and recommend system or process enhancements.
- Gather end‑user requirements for enhancements to functional area systems.
- Develop test scripts, execute testing, and record results for system changes.
- Build and maintain training materials, FAQs, and self‑service resources for users.
- Conduct topic‑specific training events on policies, procedures, technology, and best practices.
- Continuously learn functional area knowledge and share best practices with the Business Analyst team.
- Apply continuous improvement principles to optimize work efficiency and reduce waste.
- Manage multiple projects, prioritize tasks, and meet tight deadlines.
Requirements
associate degree
5+ years
business acumen
sql
power platform
cost analysis
The successful candidate will hold at least an associate’s degree (or be pursuing a bachelor's) in a relevant discipline and bring five years of experience in the functional area. Required skills encompass strong business acumen, organizational attention to detail, superior customer service, analytical problem‑solving, and the ability to convey technical information to non‑technical audiences. Experience with cost analysis, SQL, low‑code platforms, or scripting is advantageous, as are supervisory and project management capabilities.
The role demands frequent sitting, computer use, and occasional lifting of up to 10‑25 pounds, with occasional short‑distance travel. Employees work in an office or remotely in a quiet‑to‑moderate noise environment and must adhere to company safety policies and applicable laws.
- Hold an associate’s (or higher) degree in a relevant field and possess 5+ years of related experience.
- Demonstrate strong business acumen and knowledge of current operational systems and software.
- Experience with cost analysis or the T4 Forecasting application is a plus.
- Interest or experience with SQL, low‑code/no‑code tools (e.g., Power Platform), scripting, or custom applications is advantageous.
- Exhibit exceptional organizational, customer service, analytical, and problem‑solving skills.
- Communicate clearly to non‑technical audiences and produce professional written materials.
- Show effective decision‑making, teamwork, and supervisory abilities.
- Proficient with Microsoft Office suite and collaboration tools.
Benefits
Salary ranges vary by location, for example $112,000‑$140,000 in New York and $95,000‑$147,000 in Chicago. Turner is an Equal Opportunity Employer, committed to diversity and inclusion across all protected classes.
Training + Development
Information not given or found
