Consultant Business Applications – Build Place Services (Unified Support)

The role IFS Consultant Business Applications (CBA) exists within the Unified Support organization and is part of Build Place Services function. The role forms part of a 24x7x365 team, which reports to an IFS Support Manager who is responsible for the operational and people management aspects of the team. All team members provide support to IFS customer base within the scope of Build Place Services offering while liaising with the relevant vertical to provide a seamless customer experience. The role handles multiple aspects of incident, service request, documentation and change management liaising with multiple internal and external stakeholders related to our supported services.  

As CBA you will help with onboarding of new customer to the service, review and accept functional and test specifications, take part in sessions with the project team and/or customer to understand and document critical flows in customer processes, validate incoming issues and help technical team members with recreation of reported problems and validation of provided fixes.  

We are looking for experts in areas like Manufacturing, Supply Change Management, Maintenance, Finance and Mobile Work Order but at the same time we expect successful candidates to bring a versatility and a drive to learn other functional areas supported within the team. 

You are expected to possess a commercial mindset, enjoy the challenge of solving reported problems with high quality, while retaining ownership and driving timely resolution and have a high standard of communications that ensure business continuity, and ultimately lead to highly referenceable customers that are more efficient and successful. 

Key Duties and Accountabilities 

• Manage incoming queue of cases, incidents and service requests within SLA, OLA and KPI targets 
• Create and update relevant KBAs, SOPs, FAQs and other documentation to address known issues, workarounds and service requests 
• Provide ongoing feedback to improve the service request process 
• Support in testing and verifying the solutions before proposing them to the customer  
• Support the change management process across the service 
• Support the supplier management process across the service 
• Maintain thorough documentation of all actions taken during the investigation and remediation of incidents as well as onboarding of new customers for continuity of service delivery across shifts 
• Work with customers to fully understand and document reported problems and drive their timely resolution within assigned SLAs together with technical members where required 

Required Personal Abilities 

• Ability to work to deadlines and targets 
• Ability to manage own time efficiently and effectively 
• Ability to work in international, multi-discipline, cross-functional teams 
• Ability to read and understand technical documentation written in English 
• Problem-solving skills and the ability to change approach based on information gathered during the process 
• Good communications and interpersonal skills 
• Strong organizational skills and ability to multi-task 
• A positive team player with a can-do attitude 
• Excellent verbal and written communication skills in English 

Required Qualifications and Experience 

Essential 

• A bachelor’s degree in information technology, business Information or equivalent
• 2+ years’ hands-on experience in working in a business analysis related role along with thorough knowledge of working with different Business Applications.
• Experience in a modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool

Desirable 

• ITIL qualifications, at foundation or higher levels 

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.