This highly technical team is looking for the right partner to help us build upon our expertise by enhancing our customer service model enabling managers to prioritize initiatives, align resources for projects and focus on strategy. The ideal incumbent will help to improve day-to-day production support methodologies and make positive strides in optimization efforts. This role offers variety, challenges and opportunity to grow professionally. This key individual will focus on business users and will work on data entry as required in day-to-day production support, preside over basic training for new users, troubleshoot, test, and ensure data quality and will also provide professional services such as project coordination and documentation for ongoing administration and application support. This is a combined technical/functional role.
Essential functions for the Role
' Primary role as key functional support for applications used
' Maintain process and standards across multiple applications on various technology platforms.
' Create/update training documentation and materials as needed in direct support of end users.
' Monitor team mailboxes and intake systems, triage queries and issues accordingly. Act as an escalation point for end-users who are having trouble
' Efficient and timely issue resolution of any data integrity or process issues is important. Follow-up with concise and clear communication explaining/training the solution to all partners
' Performs and coordinates complex analysis, design, development, testing and support services for assigned applications. Makes recommendations and provides alternatives concerning various development and support initiatives
' Coordinates and monitors on-going workflow within the systems. On-going communication with all levels of management regarding approval process, proxies, etc.
' Assess trends regarding workflow and make recommendation to manager and/or subject matter experts (SME) for further evaluation
' Lead process change discussions and participate in implementation of new processes and functionality
' Monitor running imports/exports, provide response to audits, coordination of automation as with robot jobs, integrations and related
' Participate in various project implementations, governance and change advisory committees as assigned
' Backup to the application team subject matter experts (SME)
BA/BS in Computer Information Systems Management or demonstrated experience as a business analyst or customer service representative in a fast-paced environment.
2-5 years' experience with time and labor systems (KRONOS, EZ Labor, Novatime, GecoTime), US or Canada Payroll, basic accounting, general ledger, US or Canada Benefits, international payroll, Concur, SharePoint, Human Resources systems (Ultimate Software, SAP, Success Factors or Workday), Remedy or ServiceNow, IT help desk or call center; any other similar
Excellent communications skills required. Demonstrated ability to interact effectively with customers of all levels of organization. Flexible to adjust communication style as appropriate for a given situation
Professional and accountable - executive presence; self-starter; enthusiastic; do what it takes attitude; does not make assumptions and is not afraid to ask for help; likes to brainstorm
Understands that repetitive work efforts are important and a necessary part of day-to-day production support
Compliance focused expect to deal with confidential data and audits routinely
Detail oriented must be a quick study; apply lessons learned from one effort to another and retain the mission critical information at all times
Operate as an individual contributor and collaborate with teams as needed
Excels in a shared or matrixed environment with multiple process owners when priorities shift.
Demonstrates agility with ability to prioritize/manage multiple requests and respond within appropriate timeframe
Understanding Project Management fundamentals, ITIL, PROSCI, Lean Six Sigma and similar concepts
Experience in a multi-faceted manufacturing environment a plus
Experience with applications running on AS400, Windows, on premises or SAAS solutions a plus
Proficient computer skills (e.g., Web/internet, Word, Excel, PowerPoint, Visio, mobile apps, etc.)
Nesco Resource is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.