IFS 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 Description Purpose
The IFS Senior 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. The IFS Consultant Business Applications role is a 24/7 shift based position across a rota of 5 weeks.
They possess domain expertise and thorough industry exposure of therelevant product area(s). They will advise and guide the customer, listen, and dare to challenge them in orderto understand their business needs and provide support in the usage of their IFS solution. They do this as perthe IFS support offering.
They also possess a commercial mindset and enjoy the challenge of solving and communicating well thoughtout practical solutions that ensures business continuity, which ultimately leads towards customers acting asadvocates for IFS.
Although not a role with people management duties, the selected individual will be a senior part of the organisation and so will provide mentoring and examples of good practice to the more junior members of the team.
Summary
A Senior Consultant Business Applications has in depth functional and business knowledge on specificproducts area(s) of IFS's products. They contribute to continuous improvement of existing IFS supportscope definitions and support processes, while providing functional resolutions within thesupport/maintenance scope to rectify issues. Furthermore, they consistently share functional knowledgewith customers and peers.
Experience in a similar role
3 to 5 years
Essential Duties and Accountabilities
Provide functional resolutions within the support/maintenance scope to rectify issues, whileadvising the customers and other parties on usage of IFS's products
Provide regular, proactive updates on the progression of the resolution and deliver professionalcustomer service
Be conscious on value delivered through customer support
Continually seek opportunities to increase customer satisfaction and deepen customerrelationships
Continually be updated on latest product developments, and their ability to meet industrystandards and policies
Understand the industry characteristics of the customer's solution
Actively contribute to continuous improvement of existing IFS support processes
Take initiatives, accept challenges, and collaborate as a team in achieving team goals
Build internal and external networks and be a reference point in the product area(s)
Identify competency and knowledge gaps among team members, and conduct knowledgesharing and training sessions accordingly
Make decisions independently and be accountable for them
Engage in IFS community and contribute to functional forums
Qualifications Overall Required Competence
A Senior Consultant – Business Applications would be expected to have an understanding/competencyon the following areas:
Basic level (able to perform low complexity work; has fundamental/adequate skills)
Knowledge on IFS's products technical architecture
Knowledge on Scope Tool
Skills in SQL querying and simple debugging
Understating on how IFS's products interface with external applications
Intermediate level (able to perform medium complexity work; has moderate/sufficient skills)
Conflict resolution, persuasion, and negotiation skills
Coaching, mentoring, and advising skills
Understanding on how to create and maintain configurations (IFS extensibility)
Business communication skills
Knowledge on customer's business process, along with the business value generated
Functional knowledge on other related product areas
Industry knowledge on specific product areas
Advanced level (able to perform high complexity work; has strong/prominent skills)
Understanding on IFS support scope definitions and support process
Understanding on support model commercial awareness
Analytical skills in identifying the root cause and most feasible solutions
Skills in adaptability and responsiveness, along with understanding on change management
Engagement with customers and other relevant stakeholders
Skills in training material preparation and training delivery
Functional knowledge on specific product areas
Furthermore, the following skills and behaviours are also expected.
Empathy
Follow-up and keeping promises
Ability to work with various stakeholders
Live our values (Agile, Collaborative, Trustworthy)
Required Education & Experience
University degree, equivalent professional qualifications, or relevant work experience.
Fluency in English language (both written and verbal forms)
Experience in relevant industry(s)
Experience in handling customers
Basic understanding on business value engineering
Experience in leading team assignments
Previous knowledge ofEnterprise Resource Planning software (ERP) like SAP, Baan, Infor, Dynamics, Oracle ERP, Sage, NetSuite.
High level knowledge and understand of Database technologies (Oracle).
Exposure to public Cloud platform, specifically Microsoft Azure.
Fluency in other languages
IT applications and applicable technologies
Technical experience on Azure, Oracle DB, Kubernetes, network, Cloud security.
Additional Information We 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.
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