Provide direct support to all users for all issues experienced by users
Troubleshoot and resolve issues related to system functionality and software systems.
Build a level of confidence that encourages a culture of customer satisfaction
Serves as point of escalation for support issues, which may include serving as the interface with Application software vendor
Be part of the SLA breach and major incident review process
For repeat incidents help guide the problem management process to determine what corrective actions can be taken
Responsible for resolving technical incidents and troubleshooting with developers
Resolve technical concerns in Application users
Interact with leadership teams in communication of the service support activities like weekly service review calls for ticket backlog review, SLA breaches, ageing tickets, ITSM change board review of CRs and SRs.
Develop knowledge transfer documentation and customer-facing support documentation
Collaborate with peers externally to determine and facilitate best practices.
Reviews and monitors system performance.
Adheres to downtime procedures, departmental policies, procedures, and objectives.
Strong sense of customer service.
Job Requirements:
4+ years of experience in R12 ERP modules with emphasis on financial modules like AR, AP, GL, PO & FA
Experience in Zuora RevPro a plus
Must have strong understanding of out of box R12 setups and configurations
Hands-on experience with SQL, PL/SQL, XML Publisher
