Introduction
As a Package Consultant at IBM, get ready to tackle numerous mission-critical company directives. Our team takes on the challenge of designing, developing and re-engineering highly complex application components and integrating software packages using various tools. You will use a mix of consultative skills, business knowledge, and technical expertise to effectively integrate packaged technology into our clients' business environment and achieve business results.
Your Role and Responsibilities
For the Level 2 activity, it is the treatment of incidents/requests received at the support that are not treated at Level 1.
The consultants must have the ability to learn and master complex subjects, have a good analytical and deductive mind to detect the origin of incidents, exchange with users with clear communication, and provide a solution.
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Details of the mission:
- Ticket processing
o Proactivity: self-assignment of incidents in the ticketing tool, processing of an average of ten tickets per day
o Work organization: direct allocation of points by the team leader, ability to work according to priorities and communicate progress or possible difficulties
o Ability to understand the customer context: different management rules and specific solutions adapted to the cases encountered
o Ability to learn: important complexity linked to the ERP M3 solution implemented at our customers, to its business specificities.
- Documentation
o Autonomy, ability to search for information in the documentation platform
o Proactivity, reflex to write procedures on subjects that are not already documented in order to grow the knowledge base and share with the rest of the team.
- Study of problems
o Know how to step back if a case is encountered multiple times or is very impactful for the customer: grasp a basic problem that must be documented and argued (detailed explanations, screenshots, SQL queries, reproduction of cases in a test environment...), so that it can be treated by the maintenance team
o Proactivity: know how to recognize incidents that are related to problems already recorded and link them to these problems.
- Communication
o Towards users: good writing skills. Know how to adapt the technical language according to the interlocutor (ISD or end user)
o Towards the IT department: be able to write follow-up tables (Excel, Powerpoint...), with relevant indicators reflecting the activity of the support. Some of the team's consultants are in fact responsible for communicating with a customer's support area.
Required Technical and Professional Expertise
- Methodical:
o Algorithmic logic,
o Diagnosis => recommendati > problem correction
- Autonomous, ability to self-learn
- Knowledge in Supply-Chain, Production, Finance, interest in these fields
- Able to write summary emails and produce PowerPoint / KPI
- Technical background (SQL) or ERP
Preferred Technical and Professional Expertise
- Ability to speak English