• Professional 2 Application Delivery Jobs in Chennai,India - 25120454

  • DXC Technologies

Job Description:

The Senior JDE Functional Consultant is a Senior Support role requiring the consultant to work directly with the Customer to resolve complex support issues

The Senior JDE Functional Consultant will efficiently gain an understanding of the reported issue; separate symptoms from root cause and then deliver a resolution that meets the customers expectations The resolution may be; highlighting where a user has made an error and needs training, a data fix, or the application of a patch This role provides a delivery function within Managed Services Team and as such the consultant must understand committed schedules, highlight and coordinate resolutions to complex or runaway issues, provide regular progress updates, act as a review point for planning and understand the impact of change

While the role is primarily focused on office-based support work, it also encompasses onsite support work and project work in the form of minor enhancements and training Support project work requires the ability to design and document professional solutions to meet customers needs, either using standard functionality or customizations and it requires the ability to project manage the solution through development to production environments liaising with project managers, technical developers, DBAs and others

The Consultant fulfilling this role may also be assigned the role of Lead Support Consultant for a number of clients

Scope

The Senior JDE Functional Consultant will provide the in-scope support services to any DXC Red Rock Customers with effort recorded via Oracle Service Case Number or OTL Project code
There is a rostered out of hours support component, whereby the candidate provides remote support outside of core business hours
This role reports to the Applications Support Manager or to a Lead Support Consultant

Skills & Experience

Very strong experience of Functional Support in at least two of the following module areas Sales and Distribution

Any experience in any other JDE module would be highly regarded
Excellent Scripting, Data Loader and Advanced SQL skills
A good understanding of ITIL processes including Incident, Problem and Change Management; Familiarity with SLAs and Service Level Mgt
Confident, Team Player, Professional and Responsive
Excellent Communication skills, both Written and Verbal
Strong trouble shooting skills; Ability to think outside the box or beyond the obvious with a natural curiosity
UPK, Hubble, BI skills will be considered an advantage

Accountabilities

Ensures Customer Satisfaction by instilling confidence and mutual respect with our Customers by being helpful, friendly and professional
Delivers accurate and timely customer solutions; and ensures that those solutions are consistent with requirements
Applies knowledge of the customers business to QA the relevant specifications, documentation and estimates
Assists in identifying risks / issues and collaborates with the rest of the Support Team recommending mitigation / resolution
Considers the business implications of recommendations, changes, small project scope creep and actions accordingly
Develops excellent business relationships with Customers and within Red Rock
Monitors assigned cases to ensure action is being undertaken in a timely, productive and effective manner
Works with the Team Manager, Customer and Account Manager to prioritise requests
Provides timely responses to assigned actions, deliverables and day to day functions to support mgmt or the Customer
Monitors and responds to Oracle Service Management alerts (contracted support hour thresholds, non-billable time etc)
Identifies gaps in Red Rocks Service Delivery and works with Team Managers, Account Managers and the Service Delivery Manager to bridge them
Coaches and mentors members of cross functional teams regarding the quality of information provided to the customers in service requests and customer activity reports
Participates in pre-sales activity working with BDMs and Account Managers
Keeps the Team Manager, Account Manager and Service Delivery Manager informed of customer escalations or Severity 1 requests
Responsible for assigned customer transition activities as per agreed timelines
Provides Remote on-call as per roster

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : ERP/CRM
Salary : As per Industry Standards
Deadline : 17th May 2020

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