SAP Fieldglass Consultant

SAP Fieldglass

Key Responsibilities

● VMS Case Management: Handle and resolve support tickets raised on platforms like Freshdesk or Service Now, specifically related to Vendor Management System (VMS) tools such as Fieldglass, VNDLY, and Beeline.

● Proactive Ticket Prioritization: Swiftly identify and prioritize crucial, high-impact tickets, with the expectation of same-business-day resolution to minimize business disruption.

● Cross-Squad Collaboration: Support over 20 internal squads by efficiently managing incoming requests, providing expert guidance, and maintaining consistent resolution standards across all interactions.

● Quality & SLA Adherence: Maintain accuracy, timeliness, and full compliance with Service Level Agreements for all support and project tasks.

● Project Management Support: Coordinate with Tech PMs, Associate Tech PMs, and Data Analysts to facilitate the implementation of incoming project requests.

● Process Improvement: Proactively identify recurring case trends, suggest system and process enhancements, and help reduce turnaround time for support cases.

● Documentation & Knowledge Sharing: Contribute to and maintain internal documentation, including FAQs and process references, to standardize responses for recurring issues.

● Regional Coordination: Act as the primary Service Level contact from India, ensuring seamless and collaborative relationships with EMEA, APAC, and NAM teams.

● Data & Reporting: To develop reports and dashboards, identify opportunities for automation. Analyse historical data and current data to forecast volumes

● Process & Compliance: Maintain audit documentation's and controls, ensuring adherence to contractual SLA's and KPI's. Look forward for driving automation and workflow optimization

Functional and Technical Understanding

• 7+ years of deep, hands-on experience particularly Fieldglass (primary), Beeline, or VNDLY. This experience must include an in-depth understanding of VMS configuration and client setup (e.g., fixing rate cards, deep-dive troubleshooting).

5. Soft Skills & Culture Fit

● A proactive attitude, high accountability, and strong adaptability to different client and team styles.

● Comfortable working within a fast-paced, globally distributed team structure.

Additional Information :

1. Shift Timings - NAM/EMEA/APAC (Applicant should be comfortable with all 3)
2. Work Location - Hyderabad(1st)/Bangalore(2nd)/Pune (3rd)
3. Work Type - Hybrid