Description
PeopleSoft Solution Support Analyst
Job Purpose:
Ensure 2nd level support for PeopleSoft Finance and HR (incidents/bugs and service requests) is handled effectively and efficiently meeting the agreed SLA's and achieving customer service expectations
Communicate relevant and accurate information on high priority & critical incident in timely manner to agreed stakeholders
Main Accountabilities/Measured On:
Agreed SLA/OLA for PeopleSoft Finance and HR
Satisfaction of the end-users and Business Customers via customer surveys and other forms (interviews, external reviews, benchmarks)
Stakeholders:
Subject Matter Experts
External Partners, suppliers
System owners, platform owners
Local Service Desk Managers and Agents
Key users
Business partners
Security, Risk and Compliance
Main Tasks & Responsibilities:
Diagnose, troubleshoot and resolve incidents/bugs raised by local Service Desks
Fulfill service request including setup, user queries creation/modification, system & security administration, user & access management
Manage high priority & critical incidents (Troubleshooting, resolution & communication)
Manage PeopleSoft batches & interfaces incidents
Assign ticket to next level of support if required
Follow up with third party incidents if needed
Coordinate user communications
Document known errors, workarounds, resolutions, requests fulfilment procedures in the knowledge base
Transfer knowledge to local Service Desks
Analyze, create and assign Problem tickets
Personal Attributes:
Strong team player
Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and team work
Ability to act under strong pressure and to manage efficiently crisis situation
Ability to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
Excellent communication skills, written and oral
Professional & Leadership Experience:
More than 2 years experience on PeopleSoft Finance: AR, GL, AP, AM, PO, Contract, Project Costing, Billing
AND/OR
More than 2 years experience on HR: Workforce Administration, Payroll, Time & Labour, Talent Management, Performance Management, Profile Management, Career Management, Succession planning
Minimum 2 years experience in Finance & Accounting/HR is an advantage
ITSM tool knowledge is an advantage
Education & Training
Bachelor to Master degree in Finance & Accounting AND/OR Information System
ITIL v3 Certification is an advantage
Minimum Requirements:
PeopleSoft Finance
Application designer, Query Manager, Security
SQL Oracle
Good to excellent command of French & English
Spring Technology is acting as an Employment Business in relation to this vacancy.
Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.