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Responsibilities:
Project Support
Project Initiation
• Leads scope reviews - drives the conversation, provides overview of the team including processes, capabilities and purpose; Understands or uncovers the real need for the project; uses technical and business knowledge to have an initial understanding of the value, impact and complexity of the project
Project Planning and Design
• Introduces and tests new system functionalities to continuously improve the technical capabilities of the team • Performs research and analysis to validate if the detailed solution is the best fit to meet the requirements • Reviews and assesses prototypes in terms of relevance and application to the requirements of the customers • Leads project milestone and gate reviews • Recommends and negotiates solution and development timeline to the stakeholders; gets their buy-in and commitment to any deliverable • Encodes documentation using standard project templates; stores and organizes the documents to the team’s repository.
Project Execution
• Implements system changes based on specifications (configurations, data migration, integrations); Participates in cross-functional testing and peer reviews • Reviews and troubleshoots configuration changes made by other team members and resolves any conflicts. • Creates configuration standards and design guidelines or any system implementation related improvement • Assists Configuration Lead in setting up the development, staging and production environments, necessary permissions, and project tracking tool.
Project Testing and Deployment
• Works closely with business analysts in testing and validating configuration changes • Identifies, analyses and mitigates UAT and Go-Live test results issues • Works closely with operations support team in the deployment of configurations to staging and production environments • Reviews the objective in comparison to the actual output • Implements the necessary fix or improvement for advanced functionalities based on testing results • Supports the Operations Team by serving as escalation point for issues requiring advanced troubleshooting or problem solving
System Support & Maintenance
• Troubleshoots and fixes major configuration errors and assists associate configurators in making sure issues/requests are resolved appropriately and on time • Supports the Operations Team by serving as escalation point for issues requiring advanced troubleshooting or problem solving • Documents issues and corresponding fix to the team’s tracking tool
Continuous Improvement and Innovation
• Escalates specific issues and provides recommendation to customers to address them. • Works closely with counterparts/POCs to identify loopholes and process gaps. • Support projects related to quality improvement (such as Think Customer, QMS, etc.) and handles tasks to support the objectives of the management.
Requirements
• University degree (Computer Science, Computer Engineering, Information Technology, Information Systems or similar) or equivalent • At least 3 years relevant work experience in implementing/configuring a heavily used, highly available, 24x7 enterprise platform
Specific Knowledge:
• Oracle Service Cloud, Field Service Cloud, Sales Cloud or any similar system (Salesforce, Dynamics) • Microsoft Office tools (MS Word, Excel, Access, PowerPoint, Project Management) • Jira or any issue/project tracking software • Experience with understanding and interpreting requirements specifications • Experience with Agile/Scrum methodologies and best practices • Deep interest and aptitude in problem solving and innovation • Strong interpersonal, written and verbal communication skills • Strong negotiation and analytical skills • Ability to work in a demanding user environment • Ability to elicit, analyse, communicate and document requirements • Ability to see overlapping/conflicting system configurations and dependencies • Ability to communicate complex technical concepts and models into understandable visual representations • Ability to facilitate meetings, resolve conflicts, negotiate and influence others • Process mapping/modelling; Data mapping • Familiarity with Stage-Gate process or similar
