Essential duties and responsibilities
+ Replies to business users’ requests for information and support requests, assisting in problem resolution; maintains contact with business users on operational and production issues
+ Identifies and initiates resolution to business user problems and concerns associated with IT corporate applications to users’ satisfaction
+ Engages with the appropriate technology experts for investigation and resolution; works collaboratively with other departments in IT to ensure comprehensive issue resolution; communicates and explains solution to business users.
+ Assists in coordinating the resolution of applications/software systems problems impacting business processes; helps subject matter experts in understanding user concerns, issues, and problems
+ Monitors business applications and systems, documents issues, escalates to software vendor or subject matter experts while maintaining communication with business stakeholders
+ Logs problems and service requests; documents issue resolution and creates knowledge base articles for future references.
+ Minimum of 3 years in Computer Science, Supply Chain Management, Logistics or equivalent educational or professional experience
+ Must be customer service minded, patient and posess effective listening skills
+ Ability to work both collaboratively and independently for issue troubleshooting and resolution
+ Ability to deliver high quality results and meet deadlines while prioritizing and managing multiple tasks
+ Ability to understand and translate business processes into technology solutions
+ Proactive approach to problem-solving, with the ability to identify potential issues from multiple perspectives
+ Excellent written and verbal communication skills and the ability to comfortably operate in an environment with multiple stakeholders at many levels
+ Working knowledge of SAP business systems, including but not exclusive to S4 or ECC, BW, and TM
+ Familiarity with business-critical applications and systems: ERP, HCM, middleware, databases, collaboration platforms
+ Prior call-center or service desk experience
+ Prior experience with a ticketing system, such as, SysAid, Jira, HP ALM, Service Now. etc.
+ Degree in Computer Science, Information Technology Management, Supply Chain Management, Logistics or Finance
Technology Doesn’t Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.