Responsibilities:
* Supported the implementation of Fieldglass Services module to Vodafone local markets.
Participated in 4 implementation projects.
* Managed end user queries, change requests and report creations in addition to the system
administrative tasks
* Participated in key meetings with markets including requirement gathering sessions, system
demos, user acceptance testing, and end-user training
* Supported and executed system related testing activities e.g. regression testing, UAT. Applied
new product features upon release.
* Trained the new members of the support team to maintain high level of support efficiency
* Worked with multiple departments to enable timely query resolution
Achievements:
* 90% on time issue resolution on queries as per SLA both with the supported markets and with
the managed suppliers