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Functional Support Manager (HCM ERP)

Location: Pune India
Job ID: 162
Date Posted: Dec 6, 2019
Segment: IT
Business Unit: Hitachi Consulting
Company Name: Hitachi Consulting Global Corporation
Profession (Job Category): Program & Project Management – Industry/Specialty
Job Type (Experience Level): Experienced
Job Schedule: Full-time

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Support HCM Manager (Workday/SAP/Peoplesoft/Oracle)\nShould have minimum 12 - 18 years experience.\nStrong experience work in Support projects - Workday/SAP/ PeopleSoft/Oracle\nExpertise below areas:\nQueue Management\n•SLA - Review and discuss the SLA KPI with the support team members and identify challenges that they ae facing to address the issues.\n•Ticket Report - Make sure that the support team and COE Mgmt. is provide with ticket report, which identifies a high level assessment on the different issues that we are facing and how the support team member are addressing. \n•Tickets Quality - Review the reopened tickets or tickets that have breached SLA and discuss with the support staff member the corrective actions that they will take to make sure that this is addressed.\n•Ticket Loads - Review the number of tickets that have not been assigned or there is no progress on them. If support team members are all occupied, identify and work with project team members to take on the tickets.\n\nAging Tickets\n•Analysis - Review tickets that have been closed and identify what were the issues, root causes and corrective actions recommended.\n•Corrective Actions - Based on the prior analysis identify the necessary corrective actions that are needed, they could be end user operational training, clarification of features, etc.\n•Building Knowledge Base - Review the run book and document the necessary issues/cause/actions in the Knowledge base. Have scheduled meeting with support team members and review/add contents to knowledge base.\n\nImprovement\n•Support Process - Review the way tickets are being created , processed and resolved and identify support process improvements. Identify and rectify the delays in case processing.\n•System Enhancements - Based on the ticket resolved identify the system enhancements that could help reduce these tickets. They will not identify the technical solution but make sure this is highlighted to the PMO team and purse development and deployment.\n\nTeam Mgmt.\n•On Boarding - Needs to bring support team on board, make sure that they have the necessary accounts and access to resolve tickets.\n•Training - Identify training for new and existing support team member, make sure that the KT is completed for companies joining support.\n•Resource Allocation - Make sure that we have the right set of team member working on Support. Identify shortage of resources and work with COE Mgmt.\n•Shifts and Time Off Planning for support - Coordinate Work shifts and Time Off to make sure that we have the effective coverage\nManage Leads/SME\u2019s availability for assistance - Make sure that the support team members get the right support from the leads and subject matter expertise\n

To apply, email resume to: sushma.motupalli@hitachiconsulting.com.

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