Job Details

ID #15383385
State Florida
City Templeterrace
Job type Contract
Salary USD $0 - $0 0 - 0
Source Pyramid Consulting, Inc.
Showed 2021-06-12
Date 2021-06-11
Deadline 2021-08-10
Category Et cetera
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ERP Help Desk Analyst

Florida, Templeterrace, 33617 Templeterrace USA

Vacancy expired!

ERP Help Desk Analyst, Lake Mary FL

Description: This position is in Verizon’s Corporate Solutions Group (CSG) under the Core Run and Operate Team in support of the Enterprise Resource Planning (ERP) Help Desk. Your main focus will be to receive, analyze, and log service-related incidents and requests from customers resolving issues at the first line where possible. Monitoring incident and request progress through to resolution in line with service level agreements (SLAs) is critical, as is identifying trends and potential process improvements using insights gained from incoming and recurring issues/questions. This role supports tier1, tier 2, and project initiatives as required providing an excellent opportunity for you to develop your technical and customer service skills.

Key Responsibilities:
  • Provide front line Application and ERP support to all Verizon end users in line with predefined service level agreements. Respond to At Your Service support requests via phone, email, and/or live chat communication channels and monitor the overall management of an incident or request through to completion. Prioritize, escalate, and route incidents appropriately to other teams within the business. Actively identify and communicate potential service improvement opportunities. Develop technical resources that help strengthen the organization’s self-service offering. Identify opportunities for end user training and support user training during system implementations, upgrades, & enhancements. Make strategic recommendations based on analysis and knowledge of system capabilities and end to end impacts on customers and technologies.

    What we’re looking forYou’ll need to have:
  • Bachelor’s degree or one or more years of work experience. Experience working collaboratively in a remote working environment

    Even better if you have:
  • Bachelor’s degree in MIS, IT, Accounting, Finance or related discipline. Experience with ERP applications such as SAP, NetWeaver, and/or PeopleSoft. Experience working with an IT service management solution like ServiceNow, BMC Remedy. Experience supporting users over phone, live chat, and/or email. Strong interpersonal skills with customer-based focus. Excellent problem-solving and analytical skills. Knowledge of Microsoft Office applications, especially Excel. Knowledge with Google Suite of productivity tools. Experience with ERP applications or processing financial data, including interface management experience and working knowledge of data warehousing, data transformation, or IT production support. Experience with financial systems, procedures and verification, and knowledge of financial statements such as expense reports, purchase orders. Knowledge of the ITIL framework and practices and/or be ITIL-qualified. Ability to complete tasks independently and make decisions and recommendations to management to support continuous process improvement. Experience with emerging technologies such as robotic process automation (RPA), Chatbots, AI/ML and ability to apply experience to potential process improvements. Positive, customer-centric attitude. Ability to work in an often fast-paced environment, adhering to expected SLAs.

Regards,

Shivani Gaur

Sr. Executive - Resourcing

Pyramid Consulting, Inc.

Email:

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Web:

www.pyramidci.com

Pyramid has a new Global Headquarters! 3060 Kimball Bridge Rd., Suite 200, Alpharetta, GA 30022

TOP TALENT YOU CAN TRUST “How am I doing ? My goal is to provide you with excellent service. If you have questions, suggestions, feedback about your experience, or need to escalate an issue, feel free to reach out to my manager – Jawed Ahmed at ”

Vacancy expired!

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