Senior Support Specialist
VMware, Inc
Heredia
hace 3 días

Responsibilities :

  • Support business users across Customer Operations by applying knowledge in ERP : Order Management, Service Contract, Install Base, AWES, SaaS and SFDC (Customer Master Case).
  • Analyze at detailed level business transactions to perform recommended data adjustments using Oracle EBS systems
  • Drive and Manage cases and provide resolution meeting established SLA (service level agreement)
  • Provide Quarter-end support for Sales and Order Processing to various stakeholders
  • Lead and Participate in calls with Internal teams in the business and Cross functional groups to resolve escalations or provide solutions to systems issues.
  • Execute quality audits and track case closure quality of transactional data (Post Mortem Analysis)
  • Provide technical and business expertise in identifying, evaluating, and developing monitoring procedures.
  • Execute plans of support and track case closure quality of transactional data
  • Assess root cause patterns and drive implementation of solutions
  • Assist teams in the identification of potential application enhancements or fixes that will improve operational efficiencies and / or customer satisfaction.
  • Advocating for the end to end process and helping the team to build knowledge base / Knowledge Management skills applied in transactional analysis environments is a plus.
  • Provide support to the CSO team based on business need and during quarter end Expected to be a go to person technical POC.
  • Initiate and drive discussions with the business transactional teams on Identifying root cause of issues - process gaps, user training needs or process re-
  • engineering, optimization proposals

  • Provide 24 / 5 or 24 / 6 Support to business teams as required
  • Responsibilities : Requirement :

    Requirement :

  • 6+ years of experience as Business Analyst or Technical Support Specialist working in an Order Management, Install Base and Service Contracts environment , knowledge in AirWatch / AWES, or SaaS is a plus.
  • Experience in liaising with IT on functional issues and partnering to resolve
  • Demonstrates ability to work with Cross Functional teams in inclusive environments.
  • Good working knowledge of Oracle order management (EBS, OM), IB, Service contracts, customer and pricing functionality, SAP or SFDC is a plus.
  • Hands on functional understanding on ERP / CRM Ticketing
  • Experience in working with multiple business and IT group to coordinate / initiate / drive certain tasks.
  • Proficiency in business requirements documentation (conventions and best practices) such as SOP, BRD using knowledge management business acumen.
  • Ability to participate in meetings with small and large groups of people from varying disciplines and with audience from different geographies and keep minute tracks documentation
  • 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
  • Requirement : Technical Support Specialist working in an Order Management, Install Base and Service Contracts environment

  • Great English Communication Skills with ability to presented complex scenarios in simple way.
  • Positive Business Acumen attitude towards bring solutions to daily challenges.
  • Educational Requirement :

    Bachelor’s degree is a Must. Master or License Degree is a PlusPreferred Skills : May have Technical Support Certification or Business Analyst certification, and / or PM ( PMP / PRINCE2® certificationExperience in Software or High Tech industries

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