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Senior Consultant Business Applications
hace 4 meses
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 AccountabilitiesProvide functional resolutions within the support/maintenance scope to rectify issues, while advising the customers and other parties on usage of IFS’s productsProvide regular, proactive updates on the progression of the resolution and deliver professional customer serviceBe conscious on value delivered through customer supportContinually seek opportunities to increase customer satisfaction and deepen customer relationshipsContinually be updated on latest product developments, and their ability to meet industry standards and policiesUnderstand the industry characteristics of the customer’s solutionActively contribute to continuous improvement of existing IFS support processesTake initiatives, accept challenges, and collaborate as a team in achieving team goalsBuild 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 accordinglyMake decisions independently and be accountable for themEngage in IFS community and contribute to functional forumsQualificationsOverall 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 architectureKnowledge on Scope ToolSkills in SQL querying and simple debuggingUnderstating on how IFS’s products interface with external applicationsIntermediate level (able to perform medium complexity work; has moderate/sufficient skills)Conflict resolution, persuasion, and negotiation skillsCoaching, mentoring, and advising skillsUnderstanding on how to create and maintain configurations (IFS extensibility)Business communication skillsPresentation skillsKnowledge on customer's business process, along with the business value generatedFunctional knowledge on other related product areasIndustry knowledge on specific product areasAdvanced level (able to perform high complexity work; has strong/prominent skills)Understanding on IFS support scope definitions and support processUnderstanding on support model commercial awarenessAnalytical skills in identifying the root cause and most feasible solutionsSkills in adaptability and responsiveness, along with understanding on change managementEngagement with customers and other relevant stakeholdersSkills in training material preparation and training deliveryFunctional knowledge on specific product areasFurthermore, the following skills and behaviours are also expected.Active listening EmpathyFollow-up and keeping promisesAbility to work with various stakeholders Live our values (Agile, Collaborative, Trustworthy)Required Education & ExperienceEssential: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 customersBasic understanding on business value engineeringExperience in leading team assignmentsDesirable:Fluency in other languagesIT applications and applicable technologiesAdditional InformationWe 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.SummaryType: Full-timeFunction: Information TechnologyExperience level: ExecutiveIndustry: Computer Software