Our client requires the services of a JDE SDL Consultant (EMEA)
POSITION: 2 Month Contract
EXPERIENCE: 5+ Years of related working experience
COMMENCEMENT: 1 November 2024
REQUIRED SKILLS AND EXPERIENCE
B.S. in a related field or equivalent experience
Minimum of 5 plus years of JD Edwards consulting experience with JD Edwards products.
Familiar with JDE implementation, upgrade, installs, and support.
Strong customer centric and organization skills
Excellent verbal, written, and presentation communication skills within all levels of an organization
Knowledge if IT Service Management process.
ESSENTIAL SKILLS
Ability to learn process and procedures with an IT governance model
Ability to work individually or as part of a large team on competing priorities.
Experience in client handing and process documentation.
Good Interpersonal and communication skills.
ROLE:
SDL Role and Responsibility:
Proactively manage health of customer’s applications, databases, and infrastructure
Facilitate and lead the resolution of application, database and infrastructure issues; be responsible for ensuring resolution of customer tickets
Interface with infrastructure team to resolve issues
Lead initiatives that drive down the rate of Incidents reported; collaborate with QoS on standard processes
Drive technical resolution of problem management, RCA, and chronic issues for CPM
Review all changes for Customer portfolio; directly oversee complex changes
Actively work on improving overall customer satisfaction
Support CPM at bi-weekly customer meetings by having tickets updated and sharing updates
Raise scope issues to CPM/Sales to resolve
Responsible for managing day-to-day operations with emphasis on quality and efficient service delivery.
Conduct Service Review meeting with customer.
Support multiple customers providing best practices recommendations and processed.
Provide support as a project manager for small projects.
Recommend solutions with new technologies like Mobile App, Orchestrator, UX One, etc for customer.
Proactively manage the health of customer’s application, databases, and infrastructure.
Drive technical resolution of problem management, RCA, and chronic issues.
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