The Service Technology & Business Systems team manages the creation, development, ongoing enhancement, and analytics of all web-based support tools for both internal stakeholders and externally facing users. The team also oversees security and maintenance of online support pages and processes, creation and testing of web applications, graphic design and editing, and working cross-functionally to support new product releases, refreshes, and critical bug fixes.

Job Responsibilities:

Responsibilities include, but are not limited to:

Business Improvement

Work closely with cross functional teams to examine existing business models, data flow design, and reporting structures to create innovative solutions to complex problems. Participate in business improvement projects by identifying options for improved solutions. Defined and deliver process performance metrics to meet a variety of business needs. Measure, evaluate and monitor system performance quality.

System Application Support

Provide support/information/training/documentation to end users. Develop/test process and procedural improvements to drive efficiencies for the business. Act as an interface between IT and business/end users in developing new additional functionality. Monitor business/user understanding of applications.

Report Creation and Management

Design/develop reports to manage/measure business processes. Develop new ad hoc reports to address specific business needs. Create, test and validate functional design of complex reports. Own and report on specific service metrics, ensure data integrity by auditing accuracy and consistency across organizations and geography.

Required Skills and/or Experience:

BA/BS degree with at least 8-10 years of relevant work experience. Must possess strong analytical skills and interest with a high attention to detail. Solid MS Excel, MS Power BI, MS Power Automate, SQL skills required. MS Access, Python, PHP skills a plus. Must be results driven with a passion to understand the business and improve service business strategy and, possess initiative to take ownership of projects and processes. Must possess strong communications, technical and analytical skills and be able to work independently and as part of a team in a fast-paced environment. Able to balance multiple projects and embrace challenges and change. Ability to multi-task between several critical customers’ situations at the same time. Experience om a service organization and Oracle experience/expertise is a big plus. Excellent analytical and problem-solving skills. Superb written and verbal English communication skills.