Job Description
Position Description: Tier Support role is to clarify and support user needs by responding to and educating on system related queries in support of Contract Management Operations businesses which will result in a better-quality product delivered on-time. In addition to this, The role will be to clarify and support regional user needs by investigating and resolving complex business and technical issues within SAP and other tools sets for all applications in support of Contract Management Operations. Role will be critical to provide linkage to and communication with business users, and IT on risk and business needs.
Responsibilities:
- Receive and acknowledge issues from customer base or identify issues
- Perform Case qualification, verify problem/analysis and confirm prioritization with customer base
- Identify and verify the impact of various alternatives on local or regional systems/processes
- Define interim strategies or workarounds and facilitate communication to user community through defined processes
- Validatethefixbyperforming thorough UAT
- Identify and involve additional resources if necessary
- Engage all appropriate parties to address escalated issues
- Drive the implementation of the solution; consulting appropriate resources as necessary
- Utilize root cause codes on all cases to identify trends, gaps, training
- Assist in Delivery owned tool functionality, Downstream interface linkages (revenue, Order Credit, etc), Follow Change Management process as required
- Communicate updates to documentation as appropriate to P&CTeams
- Keep up to date with local business requirements and practices and communicate information to the appropriate business users
Education and Experience Required:
- First-level university degree or equivalent experience; may have advanced university degree.
- Typically 4-6 years of related experience in Tech Support/business operations.
- Typically 3-5 years of project management experience.
Knowledge and Skills:
- Sound knowledge of CMO operational processes, Applications and support process
- Broad understanding of core HP businesses and the revenue cycle.
- Strong communication skills (i.e. written, verbal, presentation).
- Strong knowledge of process area, experience with process improvement projects and ability to provide suggestions for process improvements.
- Demonstrated project management, problem solving, and analytical skills.
- Basic financial and business acumen.
