Support Specialist II BTA-CSO
VMware, Inc
Heredia
hace 3 días

Job Description

The Support Specialist II is responsible for the Overall support and case management of the overall Business Support including but not limited to processes review, root cause analysis, stakeholders handling, case management drive to resolution and support of incubation initiatives provided by the PMO such as support operational activities related to SaaS Anchor program, On Premise-

Perpetual License case management, cloud and technology nature opportunities in components systems including : SAP (SAP BRIM, Supply Chain Demand modules HW processes knowledge desirable), Oracle EBS, and Salesforce.

com. This role will drive execution of administration and issue resolution activities creating new processes, mappings, BRD’s, RCA, webforms, reports and other deliverables, must have good interaction communication skills with various groups of stakeholders driving solution and providing analysis in interdisciplinary areas related to SaaS transformation, including sales teams and internal customers, may also be involved in processing transactional data (on premise, orders & renewals) as part of his responsibilities.

The Support Specialist II will drive and work closely with business teams (Billing ops, partner ops, sales operations, stewardship and others) and IT stakeholders across various geographies to monitor and drive progress towards deliverables.

Essential Functions (Tasks and Responsibilities) :

  • Experience in SaaS business processes such as billing, suspend, termination, renewals, customer success, and demand to quoting, quoting to order, order to deliver a plus
  • Work closely and support VMWare leads on overall support and execution
  • Resolve Business Case / escalations when required
  • Manage workload streams for issue resolution and perform data enrichment activities in SAP BRIM Modules, SCD, Saleforce.
  • com, SAP overall adoption, Confluence (Experience in process mapping tools, such as IBM Blueworks Live, Visio), Oracle EBS, Jira Service Desk

  • Analysis and resolution of issues, root cause analysis, processes and procedures mapping
  • Ongoing administration and maintenance of hierarchical data coverage for Saleforce.com, SAP, Confluence mapping tools / process mappings, Oracle EBS and JSD
  • Present to leads Business customer experience activities, user stories for business cases.
  • Drive initiative related to SaaS Billing OTC, DTQ, QTO, OTD subscription cycles.
  • Cases handling in SFDCCase Management solution on various processesCapture and track root causesImplement resolution for the identified root causeFinding and updating solutions documents as needed.
  • Create, track and report key metrics KPI for overall progress of the work done in some Saas Processes and overall program.
  • Issue resolution of support requests related to Business Cases
  • Verbal communication, Team Player, Positive Attitude, Eye for detail, Logical thinking, Articulative, Clarity of thought, keep it simple approach.
  • Reporting experience using Excel, Tableau, Confluence or Mode Analytics or similar data analysis programs
  • Good capacity to learn and apply knowledge to resolve low-mid complex challenges
  • Knowledge Management skills to preserve, document and create new training documentation from discoveries and process improvements.
  • Data extraction and reporting and Analysis from SAP, Oracle EBS and SFDC
  • Participate in quality control and checks for activities and data updates performed by other team members
  • Support business transaction errors during user acceptance testing or production support
  • Analyze moderately complex business transactions to perform recommended data adjustments, case resolution
  • Accustomed to work in a fast pace, agile environment, during Qend and support team when required driving new initiatives or assigned task.
  • Manage cases and provide resolution meeting established SLA (service level agreement)
  • Support war room support (immediately after major program launch) as well as ongoing support for implemented functionality
  • Provide Quarter-end support for various stakeholders such as Sales teams and Order Processing teams
  • Participate in calls with Internal teams in the business and Cross functional groups, documents minutes and follow up upon completion
  • Execute quality audits and track case closure quality of transactional data
  • Flexible to work in 24 / 5 Shift model as per business requirements
  • Qualifications & Experience :

  • 3+ years’ experience as a support specialist in IT, SAP, End to End processes related areas.
  • Experience using and supporting programs for SAP, SAP BRIM modules, Oracle EBS, SalesForce.com and MS Office. Great ability to learn.
  • Experience with Software as a Service work with emphasis in Billing cycle OTC, OTF, OTC, DTQ, QTO, OTD and ERP.
  • Experience using SalesForce.com for reporting, data analysis, managing assignment rules and other functional support activities etc is required
  • Great understanding of Saas business model and its evolution to Cloud, accustomed to work in multicultural environment and diverse and inclusive professional culture
  • Strong understanding of ERP E2E terminology and concepts, Support business users across Customer Operations by applying knowledge in CRM modules, using SAP business revenue, innovation Management modules.
  • ERP : Order Management, Service Contract, Install Base Provide 24 / 5 Support to business teams.

  • Ability to participate in meetings with small and large groups of people from varying disciplines and with audience from different geographies
  • Experience working in an onshore offshore model with teams from different time zones and cultures
  • Ability to work independently and flexible to work in different time zones if required
  • Ability to work with multiple teams to define resolution plans for issues
  • Excellent Excel / Macro skills is a plus
  • Experience with administration
  • Experience with support processes, issue tracking (case management) and resolution with SLA management
  • Salesforce.com / SAP / Oracle reporting and dashboards experience is nice to have
  • Must be a self-starter, motivated individual who works well under pressure
  • Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
  • Ability to drive collaboration with functional and technical teams to achieve effective solutions
  • Effective communication skills with all levels of management
  • Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment and open to new concepts and / or processes
  • Positive mindset to seek for creative solutions and resolving mind challenges.
  • Have fun while working in multicultural and challenging scenarios.
  • Educational Requirement :

    University Bachelor or License’s / Master degree is a must

    IT, Industrial Engineering, Economics Business or it’s Equivalents for IT Software Industry

    Preferred Skills :

    May have BA certification in SAP, Oracle, and / or PM (PMP) / PRINCE2® / Agile certification

    Experience in Software, Case support management or High Tech industries

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