• Answer phone calls, chats, emails, and use of ticketing system for troubleshooting and support.
• Working in various shifts to accommodate our users with different time zones.
• Resolve/complete incidents/requests related to Oracle ERP (Financials, Source to Pay, Order to Cash, Projects) & Coupa. If not possible, route to appropriate group to handle.
• Assist users in Month End Closing tasks.
• Follow-up with users and technical vendor on status of tickets that are waiting on further information or confirmation of resolution.
• Assist Service Desk Manager to deliver on Customer SLA
• Challenging vendors / other functional teams on the suggested work arounds and costs
• Responsible for quality assurance/SOA compliance on deliveries
• Govern progress of ticket resolution in light of SLAs with business users.