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Team Leader Customer Process & Support
3-7 years
Gurgaon / Gurugram
1 vacancy
Team Leader Customer Process & Support
Ihg Group
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Role Purpose
Provide complete end-user support for the Global Finance BI EPM eco system
Key Accountabilities
- Responsible for Co-ordination and resolution of INC RITM tickets and emails whilst providing customers with regular updates
- Raise tickets for
- Drive relevant enhancements to Service now system
- Update support tickets, communicating process stages to the customer
- Ensure the resolution of support tickets in a timely manner
- Responsible for providing the approval for security administration associated with delivering the Global Finance BI Information Delivery strategy, including setting up new end-users security access, modifying existing security access and timely termination of end user access
- Ensure security access requests follow internal and external compliance requirements
- Play an active role with the customer support manager to offer proactive support by way of meetings/workshops whilst being key contact for India based colleagues
- Build working relationships with users of Essbase and OBI within the global finance community
- Key Contact for India Stakeholders Colleagues Including the BSC
- Provide customer support reporting and statistics as required
- Proactive improvements to existing and new processes
Key Skills Experiences
- Good knowledge and demonstrated experience with Oracle BI EPM reporting tools
- Demonstrated experience of working in a process driven, control environment with good attention to detail
- Effective verbal and written communication skills for the purpose of providing and explaining information to business partners, key stakeholders, and Global Technology teams
- Experience working with cross-functional teams in multiple locations, driving system or cultural change, and challenging communicating with business stakeholders
- Good understanding of IHG s global systems both Finance non Finance
- Service Now System experience
Role Purpose
Provide complete end-user support for the Global Finance BI EPM eco system
Key Accountabilities
- Responsible for Co-ordination and resolution of INC RITM tickets and emails whilst providing customers with regular updates
- Raise tickets for
- Drive relevant enhancements to Service now system
- Update support tickets, communicating process stages to the customer
- Ensure the resolution of support tickets in a timely manner
- Responsible for providing the approval for security administration associated with delivering the Global Finance BI Information Delivery strategy, including setting up new end-users security access, modifying existing security access and timely termination of end user access
- Ensure security access requests follow internal and external compliance requirements
- Play an active role with the customer support manager to offer proactive support by way of meetings/workshops whilst being key contact for India based colleagues
- Build working relationships with users of Essbase and OBI within the global finance community
- Key Contact for India Stakeholders Colleagues Including the BSC
- Provide customer support reporting and statistics as required
- Proactive improvements to existing and new processes
Key Skills Experiences
- Good knowledge and demonstrated experience with Oracle BI EPM reporting tools
- Demonstrated experience of working in a process driven, control environment with good attention to detail
- Effective verbal and written communication skills for the purpose of providing and explaining information to business partners, key stakeholders, and Global Technology teams
- Experience working with cross-functional teams in multiple locations, driving system or cultural change, and challenging communicating with business stakeholders
- Good understanding of IHG s global systems both Finance non Finance
- Service Now System experience
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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People are getting interviews at Ihg Group through
People are getting interviews through
(based on 23 Ihg Group interviews)
Referral
Company Website
Job Portal
Campus Placement
Walkin
Recruitment Consultant
34%
17%
13%
9%
9%
9%
9% candidates got the interview through other sources.
High
Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.
What people at Ihg Group are saying
Rating based on 18 Team Lead
reviews
Anonymous · Other
in Gurgaon / Gurugram
Likes
Company facilities
Dislikes
Growth , job security, culture
Read 18 reviewsTeam Lead salary at Ihg Group
reported by
152
employees
with 5-13
years exp.
₹5.1
L/yr - ₹15
L/yr
16%
more
than the average Team Lead Salary in India
View more details
What Ihg Group employees are saying about work life
based on 558 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Ihg Group Benefits
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