Senior Brm/osm Consultant

hace 6 días

Ciudad de México Xideral A tiempo completo

**Oracle BMR**-OSM Operations - Senior Consultant**:
We are seeking a **Senior Oracle BRM-OSM Operations Consultant** with **4+ years of Oracle BRM operations experience and 2-4 years of Oracle BRM OSM experience**. This is a **6-month project** with possible extension. Responsibilities include resolving tickets, generating reports, managing notifications, escalating issues, and handling Service Desk activities. Strong problem-solving, communication, and OS troubleshooting skills are essential, with telecom domain knowledge and billing module experience preferred

**Functions and responsibilities**:

- **Manage issues and escalations from stakeholders**, taking necessary actions to resolve tickets or service requests.
- **Analyze tickets**, identify trends, categorize issues, provide fault analysis, and create, analyze, troubleshoot, and resolve incidents.
- **Handle Service**Desk** related activities and respond to Users.
- Advises on and executes administrative activities aligned with the operations plans to achieve the technology strategy
- Supports the team in taking appropriate actions to **maintain system/service health, prevent incidents, and restore service per KPIs**:

- Executes tasks and activities **according to the plan to maximize team effectiveness,**and **drives end-to-end projects** to improve customer and employee satisfaction
- **Supports the team** in automation and digitization, capacity planning, analyzing, reporting, and investigating service performance metrics.
- **Communicates effectively with internal teams and external suppliers** to resolve incidents and support team priorities
- Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

**Requirements**:

- English Conversational **Advanced (C1-C2)**:

- Should have min **4 years of experience with Oracle-BRM Operations**:

- Minimum** 2 to 4 Years of experience on Oracle BRM**products OSM Order and Service Management.
- **Resolves customer issues**, including research, problem identification, escalation, and solution offering, using available resources and software.
- Experience **managing workload effectively** against project plans builds confidence **with team and clients through clear communication.**:

- Research required information using available resources and **offer solutions to customers.**:

- Have the skills to **document** call information,** recognize trends**, and **complete logs/reports** according to standard operating procedures.
- Ability to manage own work against the project plan to ensure a superior client experience
- Technical knowledge in **troubleshooting base operating system issues** and eager to learn new technologies.
- Route calls and tickets to appropriate resources and decide** who can be the best to support the user.**
- Desirable Functional/Technical Skills:_
- **Hands-on experience**in billing, invoicing, payments, and collections modules.
- Basic understanding of the **telecom domain (BSS and/or OSS)** in particular the billing module

**Soft skills**:

- Good team player, planning and organization, excellent communication skills.
- Ability to empathize, pacify, and handle irate customers with exceptional communication skills.

**Labor**Sector**: IT**:
**Languages Engish Advancer (C1-C2)**:
**Modality remote**:
**Work schedule Monday to**friday**9am** to**6pm**:
**Mandatory and supplementary benefits**:

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