IT Product Support Lead (IPSL) - North America

Overview

Who are we, and what do we do?

Corteva Agriscience is the only major agriscience company in the world completely dedicated to agriculture. Our purpose is to enrich the lives of those who produce and those who consume, ensuring progress for generations to come. Our Winning Aspiration is to be the leader of innovative, sustainable solutions for farmers worldwide today and tomorrow, becoming the world's most valuable agriculture solutions company.

Corteva Agriscience creates the world's most recognized and premium agricultural solutions to address the greatest challenges in agriculture. With a focus on technology, we create seed and crop protection products that increase productivity and profit for farmers while reducing risks to their business. As the world's first dedicated agriculture start-up, we're building a culture that stays curious, thinks differently, acts boldly, and takes a stand on what's right for our customers, co-workers, partners, and team-oriented environment.

Corteva Agriscience is looking for an innovative, energetic, and transformational IT Product Support Lead (IPSL) for our North America Region.

Who is an IT Product Support Lead?

The IT Product Support Lead (IPSL) is responsible for managing the application support within the Business Technology Solutions (BTS) area to provide quality support for all BTS products. Following ITIL best practices and striving for operational excellence, the IPSL ensures the delivery of exceptional support experiences for internal and external users. The IPSL also collaborates with service providers to maintain and improve product availability and service levels. They proactively involve themselves in product development, focusing on support quality and product supportability, while also understanding and responding to the Voice of the Customer.

As a Technology Leader

Provide leadership in service operational processes for scoped apps.

Collaborate with Product leads and Enterprise Architecture teams on the support tech stack.

Address and eliminate technical debts, modernization, automation in collaboration with product teams and vendor.

As a builder

Implement IT Service Management processes to maximize availability and enhance support experiences.

Provide direction, govern and oversight to Managed Service Leads from vendors.

Partner with product teams (e.g., product owners, delivery leads, business process experts) to implement strategies that boost productivity and improve client experiences.

As an Operator

Inspect and evaluate product progress throughout the delivery cycle to ensure robust supportability.

Set high standards for vendor support teams.

Drive continuous improvement efforts within the team.

Cultivate a "customer success manager" mentality to the vendor team.

Use metrics-based approaches to measure team success and impact on users.

How an IPSL Works

Strategic Partner

Drive the overall BTS support strategy implementation for NA region.

As a strategic catalyst, drive alignment between product team and vendor, the support lead ensures smooth collaboration, faster resolutions, and customer-focused product improvements.

Build and maintain strong relationships with BTS leaders, IT Product Managers, IT Product Leads, and other relevant IT teams.

Regularly review metrics and dashboards to assess product availability and productivity.

Proactively identify and manage service levels to meet BTS leader's expectations.

Skills and Behaviors

Business IQ : Deep understanding of product portfolio and alignment with Corteva's strategic goals. Proactively identify and address support challenges.

Technology IQ : Maintain up-to-date knowledge of products and services. Participate in industry peer groups to understand trends and opportunities.

Owning Results : Drive operational excellence and manage vendors to meet service expectations.

Growth : Act as a servant leader for the team, emphasizing continuous learning and development.

Effective Communication : Convey intention clearly for mutual understanding of risks and rewards.

Curiosity : Deeply understand strategic and operational challenges to meet emerging support needs.

Primary Responsibilities - How will you help us Grow!

Implement support strategies to enhance productivity, efficiency, quality, and customer satisfaction.

Follow the Business Technology Solutions (BTS) support standards and processes.

Provide inputs to product development team for building quality product.

Deliver insightful reports on IT service performance and drive continuous improvement.

Ensure timely updates of product configurations in IT asset management databases (CMDB).

Mentor and motivate vendor team members to achieve operational excellence and improve support outcomes for business users.

Build trustworthy relationships with business stakeholders and vendor partners.

Communicate effectively with stakeholders to manage IT application service changes and assess their impact.

Establish and implement processes for quality, timely, and efficient customer-oriented services.

Identify areas for service and product improvement and propose solutions to BTS product teams.

Education & Experience What you\'ll bring to the table!

A Bachelor's or Master's degree in computer science, Information Technology, Business Administration, or a related field.

At least 8 years of experience in IT application support and managed services.

Strong understanding of application support processes and good overview of technology .net, java, service management tool (ServiceNow).

Good understanding of Monitoring and alerting tools (e.g., Splunk, SolarWinds), Log analysis, performance tuning, and troubleshooting.

Strong business acumen and deep understanding of business processes to align IT services with organizational goals and improve efficiency.

Proficiency in creating professional, visually appealing PowerPoint presentations for effective communication.

Excellent communication skills to explain complex concepts to both technical and non-technical audiences.

Skilled in using data analytics to identify opportunities for continuous improvement and optimize processes.

Comprehensive knowledge of service management tools like ServiceNow for managing IT services, incident resolution, and change management.

Demonstrated ability and eagerness to learn new tools, technologies, and business processes.

Proven leadership experience with a track record of achieving operational excellence.

Strong customer focus and a service-oriented mindset.

Extensive experience with ITIL processes, incident, problem and change management (ITIL certification is an advantage).

Outstanding organizational and interpersonal skills, including people management.

Broad technical knowledge, including programming, databases, cloud computing, and web technologies.

Vendor management experience, particularly in application services.

Proficiency in English, including written, oral, and presentation skills.

Prior experience in product development is preferred.

Ability to lead and collaborate with diverse, multicultural, and cross-functional teams.

Benefits – How We'll Support You :

Numerous development opportunities offered to build your skills

Be part of a company with a higher purpose and contribute to making the world a better place

Health benefits for you and your family on your first day of employment

Four weeks of paid time off and two weeks of well-being pay per year, plus paid holidays

Excellent parental leave which includes a minimum of 16 weeks for mother and father

Future planning with our competitive retirement savings plan and tuition reimbursement program

Learn more about our total rewards package here - Corteva Benefits (https : / / hrportal.ehr.com / LinkClick.aspx?fileticket=2Nre68t3vrs%3d&portalid=351)

Check out life at Corteva! www.linkedin.com / company / corteva / life

Are you a good match? Apply today! We seek applicants from all backgrounds to ensure we get the best, most creative talent on our team.

Corteva Agriscience is an equal opportunity employer. We are committed to embracing our differences to enrich lives, advance innovation, and boost company performance. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military or veteran status, pregnancy related conditions (including pregnancy, childbirth, or related medical conditions), disability or any other protected status in accordance with federal, state, or local laws.

Corteva Agriscience is an equal opportunity employer. We are committed to boldly embracing the power of inclusion, diversity, and equity to enrich the lives of our employees and strengthen the performance of our company, while advancing equity in agriculture. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. Discrimination, harassment and retaliation are inconsistent with our values and will not be tolerated. If you require a reasonable accommodation to search or apply for a position, please visit : Accessibility Page for Contact Information

For US Applicants : See the 'Equal Employment Opportunity is the Law' poster. To all recruitment agencies : Corteva does not accept unsolicited third party resumes and is not responsible for any fees related to unsolicited resumes.

J-18808-Ljbffr