Application Managed Services Specialist

Description

The AMS Specialist will perform calls and correspondence, respond to inquiries, and resolve issues promptly. The specialist will also perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.

Responsibilities

• Delivering support to existing customers and investigating and resolving application errors, data discrepancies, and queries.
• Attend knowledge transfer sessions delivered by the KSAP consulting team as part of the process of transitioning a project into support.
• Manage the customer-created support tickets using the client and/or KSAP application support ticketing system. Monitor the progress of support tickets and ensure that customers and other interested parties are kept informed.
• Work diligently to fulfill the contracted support ticket response times.
• Work diligently to meet the contracted support ticket target resolution times wherever possible.
• Maintain professional communications with the customer on a regular basis, updating the ticketing system with all details related to the support ticket.
• Where necessary facilitate web Meeting sessions to examine issues together with the customer.
• Create and maintain KSAP Application Support Documentation
• Contribute to the KSAP Application Support knowledge base and participate in knowledge-sharing activities with the KSAP Application Support team

Requirements

• Proven information systems professional with at least 5 years experience in Oracle Transportation Management and 7+ years experience in IT applications implementation and/or support.
• A proven people manager in line management or project management role.
• Good communication, presentation, facilitation, negotiation, interpersonal, and intercultural skills, with an ability to work collaboratively with diverse groups on region-wide projects.
• A team player, able to collaborate with vendors and clients and communicate confidently with all levels from end-user to executive sponsor.
• Must have superior problem-solving skills.
• Must be proficient in both spoken and written English.
• Hold a degree in a technical or business-related discipline
• High level of professionalism, productivity, dependability, and accuracy
• Strong technical aptitude
• Strong written and oral communication skills
• Strong organization skills
• Diligent documentation habits
• Software configuration control and release management processes
• Any CRM configuration experience is considered a bonus