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Senior Consultant Business Applications
hace 4 meses
Purpose
The IFS Senior Consultant Business Applications role exists within the global Unified Support organization. The role handles multiple aspects of incident, service request, problem and change management. Working with multiple internal and external stakeholders related to our supported services. The role forms part of an on call team, which reports into a Unified Support manager. The Unified Support -Service Operations team provide 24x7x365 operations support to the IFS customer base across all IFS cloud services.
They possess domain expertise and thorough industry exposure of the relevant product area(s). They will advise and guide the customer, listen, and dare to challenge them in order to understand their business needs and provide support in the usage of their IFS solution. They do this as per the IFS support offering.
They also possess a commercial mindset and enjoy the challenge of solving and communicating well thought out practical solutions that ensures business continuity, which ultimately leads towards customers acting as advocates for IFS.
Although not a role with people management duties, the selected individual will be a senior part of the organisation and so will provide mentoring and examples of good practice to the more junior members of the team.
Summary
A Senior Consultant Business Applications has in depth functional and business knowledge on specific products area(s) of IFS’s products. They contribute to continuous improvement of existing IFS support scope definitions and support processes, while providing functional resolutions within the support/maintenance scope to rectify issues. Furthermore, they consistently share functional knowledge with customers and peers.
Essential Duties and Accountabilities
- Provide functional resolutions within the support/maintenance scope to rectify issues, while advising the customers and other parties on usage of IFS’s products
- Provide regular, proactive updates on the progression of the resolution and deliver professional customer service
- Be conscious on value delivered through customer support
- Continually seek opportunities to increase customer satisfaction and deepen customer relationships
- Continually be updated on latest product developments, and their ability to meet industry standards and policies
- Understand the industry characteristics of the customer’s solution
- Actively contribute to continuous improvement of existing IFS support processes
- Take initiatives, accept challenges, and collaborate as a team in achieving team goals
- Build internal and external networks and be a reference point in the product area(s)
- Identify competency and knowledge gaps among team members, and conduct knowledge sharing and training sessions accordingly
- Make decisions independently and be accountable for them
- Engage in IFS community and contribute to functional forums
Qualifications
Overall Required Competence
A Senior Consultant – Business Applications would be expected to have an understanding/competency on the following areas:
Basic level (able to perform low complexity work; has fundamental/adequate skills)
- Knowledge on IFS’s products technical architecture
- Knowledge on Scope Tool
- Skills in SQL querying and simple debugging
- Understating on how IFS’s products interface with external applications
Intermediate level (able to perform medium complexity work; has moderate/sufficient skills)
- Conflict resolution, persuasion, and negotiation skills
- Coaching, mentoring, and advising skills
- Understanding on how to create and maintain configurations (IFS extensibility)
- Business communication skills
- Presentation skills
- Knowledge on customer's business process, along with the business value generated
- Functional knowledge on other related product areas
- Industry knowledge on specific product areas
Advanced level (able to perform high complexity work; has strong/prominent skills)
- Understanding on IFS support scope definitions and support process
- Understanding on support model commercial awareness
- Analytical skills in identifying the root cause and most feasible solutions
- Skills in adaptability and responsiveness, along with understanding on change management
- Engagement with customers and other relevant stakeholders
- Skills in training material preparation and training delivery
- Functional knowledge on specific product areas
Furthermore, the following skills and behaviours are also expected.
- Active listening
- Empathy
- Follow-up and keeping promises
- Ability to work with various stakeholders
- Live our values (Agile, Collaborative, Trustworthy)
Required Education & Experience
Essential:
- University degree, equivalent professional qualifications, or relevant work experience.
- Fluency in English language (both written and verbal forms)
- Experience in relevant industry(s)
- Experience in handling customers
- Basic understanding on business value engineering
- Experience in leading team assignments
- Previous knowledge of Enterprise Resource Planning software (ERP) like SAP, Baan, Infor, Dynamics, Oracle ERP, Sage, NetSuite.
- High level knowledge and understand of Database technologies (Oracle).
- Exposure to public Cloud platform, specifically Microsoft Azure.
Desirable:
- Fluency in other languages
- IT applications and applicable technologies
- Technical experience on Azure, Oracle DB, Kubernetes, network, Cloud security.
Additional Information
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
