About Alvarez & Marsal
Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity - are why our people love working at A&M.
The Team
We are building a centralized GCC capability to support the successful launch and longterm operations of our Performance Development technology ecosystem:
PROPEL, Quantum, and the upcoming Global PD Tool. As part of the FY26 rampup, we anticipate hiring two fulltime GCC team members to support critical functions across:
Level 1 user support & triage
Test case creation and QA execution
Training, documentation, and enablement • Business Unit content and configuration input management
A structured, tiered support model (L1 L2 L3) This team will ensure employees and managers across regions experience smooth, reliable, and highquality interactions with our PD tools.
How you will contribute
Performance Development tools only drive impact if users trust the experience. GCC analysts will serve as the front line of global support, resolving user issues, identifying trends, and ensuring seamless coordination with PD, BIU, IT PMO, and L2/L3 teams. These roles also directly contribute to the Global PD Tool development executing test cycles, validating releases, and ensuring quality prior to golive. This is a unique opportunity to join at the foundational stage of a global transformation effort and shape the future of PD technology across the firm
The ideal candidate will have one or more of the following responsibilities:
1. Track A > Level 1 Support (PROPEL, Quantum & Global PD Tool Launch Support)
Serve as the first point of contact for user issues; triage, troubleshoot, and resolve user driven errors; escalate system or configuration issues to Level 2 via ServiceNow
Deliver or co-deliver user training, office hours, and enablement sessions during rollouts; maintain FAQs, job aids, and quick reference guides
Ensure SLA adherence through timely triage, proactive follow up, and clear documentation. • Validate fixes, patches, and release items in Sandbox prior to L2/L3 deployment when requested
Identify recurring issues and contribute to root cause analysis and knowledge base updates.
2. Track B > QA/ Content (Global PD Tool- Development Phase)
Partner with the PD Team and BIU/IT PMO to curate and maintain BU content, reference data, and configuration inputs required for the Global PD Tool
Translate business requirements into test cases; execute functional, regression, and UAT testing; log defects and verify fixes
Support test plans including entry/exit criteria, acceptance criteria, and quality gates. • Validate system behavior in Sandbox and support release readiness for production promotion
Participate in data validation for test environments, including provisioning/manager alignment checks as appropriate.
3. Shared Responsibilities (All Tracks) • Use ServiceNow to log, categorize, route, and close incidents/requests with full lifecycle documentation
Handle sensitive performance and employee data with discretion
Ensure issues are escalated through the appropriate channels based on severity, risk, confidentiality requirements, and data privacy policies.
Support launch readiness—office hours, training calendars, checklists, communications, and user transition activities
Partner with GPO PD stakeholders and BIU/IT PMO on prioritization, change impacts, and cross platform dependencies
Provide weekly metrics including SLA performance, first contact resolution, defect leakage, test coverage, etc
Maintain and update knowledge base articles, internal documentation, and support artifacts
Contribute to continuous improvement of support workflows, user experience, and quality assurance processes.
Qualifications
The ideal candidate will have one or more of the following responsibilities:
2–4 years of experience in application support, QA/UAT, or ITSM operations for enterprise platforms
Handson experience with ServiceNow or similar ITSM platform (ticketing, routing, escalation). • Experience developing test cases, executing QA cycles, logging/verifying defects, and partnering with technical teams
Strong communication skills with the ability to simplify complex workflows and deliver effective user training
Detail oriented, structured problem solver with strong documentation discipline.
Familiarity with Workday, Quantum, and/or performance management processes (e.g., manager/PM assignments, dashboards)
Exposure to Power BI, basic SQL/Excel for data validation, and Sandbox vs. Production release workflows
Experience supporting global rollouts, including time zone collaboration and localized documentation
Understanding access management, provisioning, or user data validation processes.
Analytical Problem Solving: Ability to identify root causes, spot patterns, and propose data informed solutions
Attention to Detail: Critical for QA accuracy, documentation quality, and user triage
User Empathy & Service Mindset: Communicates clearly, anticipates user needs, and builds trust
Systems Thinking: Understands how tools, data, and workflows interact across PROPEL, Quantum, and Global PD
Communication & Enablement: Skilled at simplifying complex concepts and conducting user training
Cross Functional Collaboration: Works effectively with PD, BIU, IT PMO, and global teams. • Adaptability: Thrives in evolving environments and embraces iterative improvements
Process Discipline: Ensures SLAs, documentation, testing standards, and escalation paths are consistently followed
Your journey at A&M
We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person’s unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career. We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.
At Alvarez & Marsal, our core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity guide everything we do, shaping a culture rooted in entrepreneurship, impact, and integrity. We trust our people to take ownership early, contribute to meaningful challenges, and drive results that matter. We empower growth and champion diverse perspectives. Above all, we value doing the right thing. For those ready to roll up their sleeves, lead with integrity, and be difference makers, this is where it starts.
It is Alvarez & Marsal’s practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, creed, religion, national origin, ancestry, citizenship status, sex or gender, gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, family medical history, genetic information or other protected medical condition, political affiliation, or any other characteristic protected by and in accordance with applicable laws. Employees and Applicants can find A&M policy statements and additional information by region here.
Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
