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Enterprise Business Applications Support Lead Job

Eingestellt von Yoh

Gesuchte Skills: Support, Client, Oracle

Projektbeschreibung

ENTERPRISE BUSINESS APPLICATION SUPPORT LEAD needed for a CONTRACT opportunity with Yoh's client located in Washington, DC.

TOP SKILLS SHOULD YOU POSSESS:

- Experience with or exposure to any Enterprise Business application
- Clear understanding in Business Process Management
- Excellent verbal and written communication skills
- Extensive Tier 1 and 2 Technical Support experience
- Strong logical analysis and problem solving skills.

WHAT YOU'LL BE DOING:

- This position consists of all modes of remote end-user support activities for clients directly and/or through transfer/escalation or assignment.
- Responsible for ensuring all aspects of service deliverables assigned to the Enterprise Business Applications support team including meeting service levels.
- The Support Lead works closely with team and management to insure that quality of support service and service level requirements are met; products and application support meet end-user community requirements and ensure the maximum issue resolutions in minimum possible time for the end user community.
- The Lead will interface with the customer periodically to review and offer enhancement of processes/procedures in an effort to provide continuous service improvement.
- This position does not require travel.
- Act as a point of escalation during prime and non-prime hours, for sensitive, high profile issues.
- Provides Tier 1, Tier 2 and escalated incident support, peer support of organizations business applications for customers.
- Provides team leadership in support of organizations business application support needs, interprets and prepares data for reports and changes recommendations from incident support feedback.
- Develop, maintain and capture high quality knowledge articles to optimize consistent support.
- Participation in the development and training of Service Desk analysts.
- Conducts recurring customer meetings/conference calls to make certain communication remains open and expectations remain consistent.
- Assists Service Managers as needed for daily operational requirements.
- Attends meetings as designated by customer for new product launches and assists with getting needed information back to the team.
- Monitor call and ticket statistics daily.
- Performs ticket reviews of team members to continually improve service.

WHAT YOU NEED TO BRING TO THE TABLE:

- 2 or 4 year college degree in Business, Economics, Computer Science or any relevant field
- Experience with Enterprise Business applications or relevant exposure to repeatable business process handling of an organization on platforms like SAP, PeopleSoft, Oracle, JD Edwards, Siebel applications.
- Clear understanding in Business Process Management to guide a solution track based on workflow and policy with basic technical understanding of MS networked computing environment (MS Windows, Client Server).
- Strong logical analysis and problem solving skills.
- Ability to manage stressful situations in a calm, courteous and efficient manner.
- Self-motivated and ability to work with little supervision.
- This position requires flexibility to all/any shifts or schedule assigned by Supervisor and/or Manager.
- An above average performance record with regard to attendance, and punctuality
- 2 or 4 year college degree in Business, Economics, Computer Science or any relevant field
- Pleasant, professional, and courteous personality
- Excellent verbal and written communication skills
- Strong administrative skills: organized, efficient and versatile
- Preferred Certification:
- ITIL Foundation Certification

OPPORTUNITY IS CALLING, APPLY NOW!

RECRUITER: SCOTT BENNEKEMPER

Yoh, a DayJ2W: INFOTECH

TAX TERM: CON_W2J2WBRSTL

Ref:

Branch: IT & Telecom

Projektdetails

  • Einsatzort:

    Washington, Vereinigte Staaten

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Yoh