Company DescriptionIFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.Job DescriptionThe IFS Consultant Business Applications role exists within the global Unified Support organization. The role handles multiple aspects of incident, service request, problem and change management. Working with multiple internal and external stakeholders related to our supported services. The role forms part of an on call team, which reports into a Unified Support manager. The Unified Support -Service Operations team provide 24x7x365 operations support to the IFS customer base across all IFS cloud services. They possess domain expertise and thorough industry exposure of the relevant product area(s). They will advise and guide the customer, listen, and dare to challenge them in order to understand their business needs and provide support in the usage of their IFS solution. They do this as per the IFS support offering.They also possess a commercial mindset and enjoy the challenge of solving and communicating well thought out practical solutions that ensures business continuity, which ultimately leads towards customers acting as advocates for IFS.SummaryA Consultant Business Applications has sufficient functional and business knowledge on specific products area(s) of IFS's products. They provide functional resolutions within the support/maintenance scope to rectify issues, while ensuring customer satisfaction and solution fit.Essential Duties and AccountabilitiesProvide functional resolutions within the support/maintenance scope to rectify issues, while advising the customers and other parties on usage of IFS's productsProvide regular, proactive updates on the progression of the resolution and deliver professional customer serviceBe conscious on value delivered through customer supportContinually seek opportunities to increase customer satisfaction and deepen customer relationshipsContinually be updated on latest product developments, and their ability to meet industry standards and policiesUnderstand the industry characteristics of the customer's solutionIdentify the root cause of the issue through cross-examination, and provide advices accordinglyCollaborate as a team in achieving team goalsActively engage in IFS CommunityQualificationsOverall Required CompetenceA Consultant Business Applications would be expected to have an understanding/competency on the following areas:Basic level (able to perform low complexity work; has fundamental/adequate skills)Conflict resolution, persuasion, and negotiation skillsCoaching, mentoring, and advising skillsUnderstanding on how to create and maintain configurations (IFS extensibility)Presentation skills Knowledge on customer's business process, along with the business value generatedFunctional knowledge on other related product areasIndustry knowledge on specific product areasIntermediate level (able to perform medium complexity work; has moderate/sufficientskills)Understanding on support model commercial awarenessAnalytical skills in identifying the root cause and most feasible solutionsSkills in adaptability and responsiveness, along with understanding on change managementEngagement with customers and other relevant stakeholdersBusiness communication skillsSkills in training material preparation and training deliveryFunctional knowledge on specific product areasAdvanced level (able to perform high complexity work; has strong/prominent skills)Understanding on IFS support scope definitions and support processFurthermore, the following skills and behaviours are also expected.Active listening EmpathyFollow-up and keeping promisesAbility to work with various stakeholders Live our values (Agile, Collaborative, Trustworthy)Required Education & ExperienceEssential:University degree, equivalent professional qualifications, or relevant work experience.Fluency in English language (both written and verbal forms)Desirable:Adequate relevant industry(s) experienceAdequate industry(s) knowledge through industrial placementsFluency in other languagesIT applications and applicable technologiesExperience in handling customersAdditional InformationWe believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community. SummaryType: Full-timeFunction: Information TechnologyExperience level: ExecutiveIndustry: Computer Software
