IT Support Coordinator

hace 1 semana

Apodaca, México Johnson Controls A tiempo completo

IT Support Coordinator - Oracle CPQ & Oracle Field Service - WD30139640049

***
**What you will do?**

**How you will do it**:

- Facilitate triage and incident resolution cadences between JCI IT teams, vendor partners and other parties as needed.
- Own co-ordination and update communications on incidents.
- You will drive discussions ensuring providing clarifications, generating of specific reports which cannot be generated from front end upon business request - Triage new requests and set appropriate support expectations with IT business leads
- Provide root cause analysis documentation and present JCI per JCI 8D policies;
- Engage with Application Vendor for Support for product related issues.
- Analyze the past incidents and look for pattern of occurrence and conduct Root Cause Analysis;
- Directing bug fixes for the functionality not working by design that involves changes to the existing custom code to L3 Support using the Incident Management Process.
- Publish comprehensive operational reports on a daily / weekly / monthly basis per JCI reporting needs.

**Qualifications**
**What we look for Required**:

- Bachelor's degree in relevant field
- Minimum of 5-10 years of IT experience, including support coordination
- 2-5 years working experience with Oracle technologies preferably Oracle CPQ or other Sales & Service platforms such as Salesforce, Service Max or similar - Understand Sales and Services capabilities and limitations; clearly articulate those to stakeholders to derive an acceptable solution
- Native or Fluent Spanish speaking
- Great command of English, advanced communications skills and stakeholder engagement skills
- Ability to work both independently and within a team environment
- Well organized, results driven and eager to handle difficult problems
- Ability to facilitate communication between IT business leads and technical support teams to achieve actionable outcome and clarity on the solution and next steps.
- Experience with system integrations and understand how to troubleshoot data discrepancies
- Excellent problem-solving skills and ability to present analytics findings various business teams
- Flexible and adaptable in regards to learning and understanding new technologies
- Has a Proven track record on working in a cross-cultural environment.
- Acts independently to determine methods and procedures on new or special assignments. May supervise the activities of others. Preferred:

- Oracle cloud platform experience
- Support coordination
- In-depth knowledge of Sales/Service processes
- Experience in sizeable multinational corporations

**Job** Information Systems
**Primary Location**MX-Nuevo León-Apodaca
**Organization** Corporate

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