Tickets:
- Takes up ticket within time frame as mentioned in SLA agreements
- Updates ticket according to :
- Priority
- Challenge
- priority with HRO/Customer if needed
- Fills in all ticket attributes correctly (request type, service type)
- Makes analysis of ticket request / problem description
- Proposes solution / solution description
- Solves ticket, or ensure it has been assigned to the correct pool (Central / Local (Regional or in country) or solve
- Uses Solution template
- Pro-actively contacts other teams in order to discuss ticket solutions and status
- Unit tests the solution in the Dev box and ensures the testing is documented
- Ensures technical regression testing is carried out for system changes (to identify the impact on other technical system components) in the Dev box
- Before closing ticket validates technical solution, transports and general status inline with SAS70 regulations
§ Quality:
o Looks after gaps and needs for improvement and improves services together with local team in agreement with the client if required
o Monitors and complies with SLA’s
o Is familiar with and utilizes Operational Excellence processes and templates
o Ensures functional and technical AMO documentation is updated following technical changes or HRSP implementations. Documentation and HRW must be up to date in order to enable other consultants to progress the work in case of an emergency.
§ Communicates with business partner (à HRO local service delivery Manager / customer Business partner in case of AMO contracts)
§ Ensures proper delivery of local change requests
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- Assists with the analysis of requirements, the proposed solution and the technical implementation and testing for change requests
Operational Excellence responsibility:
§ Works with development teams to ensure operations delivery according to the contract:
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- Knows the basics of the contract (SoS, SLA, Governance)
- Knows local agreements and arrangements
- Knows SAS 70 and (local) compliance agreements.
- Works with global operations to ensure compliance of the contract with standards
Financial Operations:
§ Assists in the preparation of change request estimates
§ Is aware of the cost of delays and any contractual financial penalties
§ Is aware of the need for utilising a global delivery model and the benefits of using the lowest cost teams for completing the work
Requirements:
- Candidate must possess at least a Bachelor’s/College Degree in any field but preferably in Computer Science or Information Technology
- Working experience in the related field is required for this position.
- Experienced Employees specializing in IT/Computer – Software or equivalent.
- Good technical skills
- Knowledgeable in SAP
- Good communication skills
- Ability to work with teams in different locations