Job Summary

The Sr. Functional Analyst (ISG) will play a crucial role in optimizing our IBM Sterling Order Management System (OMS) to enhance customer service operations. With a hybrid work model and day shifts the candidate will leverage their expertise in IBM Sterling OMS Admin and Customer Service to drive efficiency and innovation in our processes ensuring seamless order management and exceptional customer experiences.

Responsibilities

Lead the optimization of IBM Sterling OMS to improve order management processes and customer service efficiency.
Oversee the integration of Sterling OMS with other systems to ensure seamless data flow and operational coherence.
Provide expert guidance on IBM Sterling OMS Admin functionalities to enhance system performance and reliability.
Collaborate with cross-functional teams to identify and implement process improvements within the OMS framework.
Analyze customer service workflows to identify areas for enhancement and implement solutions using Sterling OMS.
Develop and maintain documentation for OMS processes and configurations to ensure clarity and consistency.
Monitor system performance and troubleshoot issues to minimize downtime and enhance user experience.
Conduct training sessions for team members on Sterling OMS functionalities to ensure effective utilization.
Support the design and execution of test plans to validate system changes and enhancements.
Drive initiatives to improve customer satisfaction by leveraging OMS capabilities to streamline service delivery.
Ensure compliance with industry standards and best practices in OMS administration and customer service.
Collaborate with stakeholders to gather requirements and translate them into technical specifications for OMS enhancements.
Provide regular updates and reports on OMS performance and improvement initiatives to management.

Qualifications

Possess strong expertise in IBM Sterling OMS Admin IBM Sterling and Sterling OMS to drive system optimization.
Demonstrate experience in customer service domain to enhance service delivery and customer satisfaction.
Exhibit excellent analytical skills to identify process improvement opportunities within the OMS framework.
Showcase ability to collaborate effectively with cross-functional teams to achieve project goals.
Have a proven track record of troubleshooting and resolving system issues to ensure operational continuity.
Display strong communication skills to convey technical concepts to non-technical stakeholders.
Show proficiency in developing and maintaining comprehensive documentation for system processes.
Demonstrate capability to lead training sessions and support team development in OMS functionalities.
Possess experience in designing and executing test plans to validate system changes.
Exhibit commitment to adhering to industry standards and best practices in OMS administration.
Have experience in gathering and translating stakeholder requirements into technical specifications.
Show ability to provide regular updates and reports on system performance to management.
Demonstrate a proactive approach to driving initiatives that improve customer satisfaction.

Certifications Required

NA.

Salesforce OMS Developer