M Plus Serbia is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.
We are looking for a Service Design Analyst to join our team!
Service Design Analyst will become a member of the NCR Digital Transformation Team responsible for global implementation and support of the Enterprise Services program.
This organization partners with IT and NCR Services Field Operations to architect world-class, end-to-end IT solutions spanning functional areas such as Incident Creation, Remote Support, Incident Management, Field Operations, and Parts Logistics. This organization works closely with other IT Services organizations to perform global systems integration with ERP systems, other Service-related systems, and the Enterprise Data Warehouse.
Focusing on data management within Oracle ES, including CE and Territory setups for new implementation in both test and production environments, new hire setups, territory re-organizations, and business-as-usual changes submitted by global users
The team is responsible for ServiceNow tickets submitted for ES user setups and territory changes, as well as working with end users to create solutions for setups
The application footprint includes the following Oracle CRM modules: Teleservice, Field Service, Advanced Scheduler, Mobile Field Service, Spares Management, Depot Repair, Advanced Inbound Telephony, Email Center, and existing Service Logistics modules (Oracle Order Management, Inventory, Bill of Material, Work in Process, Purchasing, General Ledger, Accounts Payable, Accounts Receivable, and Fixed Assets)
These tasks will be linked to the implementation and maintenance of new features and capacities for the end users
What we expect from you:
Minimum High School diploma
Strong English written and oral communication skills
Expert knowledge of Excel, Word, PowerPoint
Minimum 2 years of Customer Service Delivery experience
Ability to deal with multiple cultures and regional differences
It would be even better if you have:
Bachelor’s degree in Management Information Systems, Computer Information Systems
Strong understanding of current Field Service Delivery processes and systems
Knowledge of Oracle Field Service structure
Strong analysis and design skills
Strong team orientation and organizational skills
Experience with Microsoft Power Platform (Microsoft Power Automate, Microsoft Power Apps)
What you will get from us:
Competitive and regular earnings
A hybrid work
Work in 9 am - 5 pm shift, from Monday to Friday
Opportunity to develop skills through training
Work in a large, international team
Advancement opportunities/Career development
If you want to give yourself a try in the new role, apply and join us!
Only shortlisted candidates will be contacted. Good luck!
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