Senior Analyst - OTM/Logistics Expert(Advance Customer Service)

Position is for OTM Techno Functional Professional preferably with implementation and support experience.

Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each issue reported by customer.

Career Level - IC3

The main role of a Support engineer is to troubleshoot and resolve highly complex Functional problems. The key skills put to use on a daily basis are - high level of Functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.

Education & Experience:

BE, BTech, MCA or equivalent preferred. Other qualifications with adequate experience may be considered.

Minimum 3 years of implementation and support working experience.

##Functional/Technical Knowledge & Skills:

Must have good understanding of the following with OTM On-Prem and OTM SaaS capabilities:

We are looking for a techno-functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.

We expect candidate to have:

1. Strong Logistics business processes knowledge and concepts.

2. Implementation/Support experience on OTM modules like Order Management, Contract and Rate Management, Shipment Management, Business Process Automation, Global Trade management, Fleet Management and Fright Settlement.

3. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using OTM.

4. Technically good Skills in SQL, PL/SQL, BIP reports, XML and Stylesheet

5. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using OTM.

6. Strong problem solving skills.

7. Strong Customer interactions and service orientation so you can understand customer s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.

8. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.

9. Strong team player so you leverage each other s strengths. You will be engaged in collaboration with peers within/across the teams often.

10. Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features - and use this learning to deliver value to customers on a daily basis.

11. High flexibility so you remain agile in a fast changing business and organizational environment.

12. Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.

# Personal Attributes:

1. Self-driven and result oriented

2. Strong problem solving/analytical skills

3. Strong customer support and relation skills

4. Effective communication (verbal and written)

5. Focus on relationships (internal and external)

6. Strong willingness to learn new things and share them with others

7. Influencing/negotiating

8. Team player

9. Customer focused

10. Confident and decisive

11. Values Expertise (maintaining professional expertise in own discipline)

12. Enthusiasm

13. Flexibility

14. Organizational skills

15. Values and enjoys coaching/knowledge transfer ability

16. Values and enjoys teaching technical courses

Note:

Shift working is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.

The position is based out of Bangalore OR Hyderabad, the candidate should be willing to relocate to either Bangalore OR Hyderabad.