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 :
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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