POSITION SUMMARY:
Responsible for meeting specified Service Level Achievement targets, delivering a wide array of application management services and specific recommendations surrounding applications, technologies and tools. Develop on going, successful business relationships with clients. Provide clients with application management expertise and "best practice" recommendations. Responsible to ensure skill set development improvements in self and others.
ESSENTIAL FUNCTIONS:
• Within the Infor managed services team act as a single point of contact between Infor managed services and client, on a day-to-day basis. (30%)
• Act as a focal point for reporting Incidents and making service requests. Act as a first level resolution (30%)
• Administer reporting tools for the AMS team. Review service metrics and identify the success of services being utilized to recommend and coordinate changes. (20%)
• Report fluctuations in the SLA levels to Leadership, Analyze and review actual service performance against SLAs and OLAs (10%)
• Maintain day to day responsibility for the ownership and resolution of Service Management issues which arise in connection with AMS offerings (10%)
• Keep client informed of service events, actions and opportunities that are likely to impact their ability to pursue their day-to-day activities. (1%)
• Coordinate inter-process changes with process owners (1%)
• Distribute issues to available and appropriate resources (1%)
• Able to operate effectively under supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management etc. (1%)
• Able to operate with minimum of supervision to resolve customer reported issues, Manage the day to day interaction with clients on issue resolution (1%)
• Utilize his/her own knowledge/experience and problem solving skills to creatively resolve complex issues and choose the best course of action, communicate “best practice” recommendations based on his/her prior experiences, and effectively troubleshoot and solve client issues caused by unique client circumstances or software/hardware issues. (1%)
• Communicates engagement status effectively in writing and verbally with internal and external clients. (1%)
• Submits timely and accurate hours accounting information and client billable expense reports on the schedule as required by management. (1%)
• Able to report promptly on SLA’s achievements, as well to make recommendations for improvements to the respective Service Level Managers
Qualifications:
Languages: excellent English and fluent German, Italian or Spanish
• Education or work related experience that prepares team member for client facing consulting work.
• Strong analytical skills and specific or vertical knowledge
• Excellent time management, communication (oral and written), presentation, and organizational skills
• Strong working knowledge of office-related automation tools: PC, word processing, spreadsheet, etc.
• ITIL foundation v2 or v3
• 4 years, or equivalent knowledge/experience of concepts and principles of application, systems or technical expertise area(s), preferably within Infor’s targeted industries
Preferred Qualifications:
• Previous software vendor experience
• Business consulting experience
• Previous software implementation experience
