Senior EAM Consultant

About NTT DATA Business Solutions:

NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group a top 10 global IT services provider, headquartered in Tokyo, operating in more than 50 countries. We combine a global reach with local intimacy to provide premier professional SAP services from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.

As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.

Our global award-winning SAP practice, differentiated by innovation is the undisputed leader in SAP S/4HANA. With about 500 SAP HANA clients and more than 300 SAP S/4HANA clients.

Our clients trust our deep experience and proven approaches - all around the world.

Job Summary:

The Infor EAM Support Consultant will work within a dedicated 24x5 support function to provide a customer focused service across our existing Infor EAM Customer base across the globe.

The individual will be a customer focused IT professional with a diversified background in Infor EAM application support across a variety of industries. The role will provide application support to a large Customer base while working in conjunction with other departments within the global Sapphire organisation. Strong technical abilities will be critical in identifying solutions and assisting with any issues as they arise.

The role is predominantly shifted within UK working hours (07:30 to 18:00) with no travel expected. However, due to the nature of the services provided, some flexibility around these hours will be required based on global delivery requirements.

Duties/Responsibilities:

• Provide application support across the Infor EAM software and the associated integrations/add-ons through telephony, e-mail, and self-service tools

• Log and update Incidents and Requests (within the ticket management tool) with the relevant actions to keeps Customers and others informed of ticket progress

• Diagnose, troubleshoot, and resolve unique, nonrecurring problems while classifying the impact and urgency of the ticket and determining the source of issue

• Provide proactive workarounds where technical constraints impede the business process

• Escalate issues and involve other support consultants wherever required in order to resolve issues as quickly as possible

• Use remote resolution methodologies such as WebEx/Teams to apply software fixes, upgrades, system changes and amendments

• Liaise with 3rd parties for all software bugs while following up to ensure Sapphire’s SLAs are met or exceeded

• Document procedures, knowledge base articles, training manuals in adherence with Sapphire Support processes and templates both internally and Customer facing

• Ensure operational processes are adhered to including Incident Management, Requests Management, Major Incident and Problem Management

• Identify potential consultancy and/or training requirements while dealing with the Customer and passing these to appropriate Account Manager(s)

• As required, review and test Infor EAM and internal SDK development patches and versions

• Advise where necessary, existing, and prospective Customers on best practices of Infor EAM and Sapphire software

Required Skills/Abilities:

• 3 years plus of supporting, troubleshooting and resolving Infor EAM implementations and the associated integrations/add-ons

• A thorough understanding of core Infor EAM concepts

• Integration experience

• A background of working within a support team providing Customer focused services

• Outstanding Customer relationship building skills with the ability to grasp Customers’ needs and suggest timely solutions

• Degree in Information Systems, Computer Science, related technical discipline, or equivalent experience

Capabilities

• Experience working in an Agile software development environment

• Technical Capability:

Uses technical, job knowledge and experience, incorporating functional skills and broad-based business knowledge, to meet and exceed job requirements and Customer expectations.

• Personal Effectiveness and Professionalism:

Maintains a professional attitude and approach to work. Uses initiative and has a proactive approach with a drive to contribute. Focuses on achieving positive results, contributing to team goals and the overall success of the business.

• Customer Focus (internal and external customers):

Drive and motivation to meet and exceed Customer expectations, making their needs a primary focus of your actions. Nurtures relationships by recognising and delivering on internal and external Customers requirements and opinions.

• Relationship Building & Teamwork:

Builds effective relationships through positive communication that motivates and influences others. Effectively communicates relevant ideas or details of events in a way that enhances relations in the work environment.

• Innovation & Change:

Innovates to improve current working practices, products, and technologies to provide business opportunities and results. Adapts well to and is energised by change, whilst maintaining focus on key business goals and personal objectives.

Benefits:

Joining our team comes with a range of enticing benefits designed to support your well-being, career growth, and work-life balance:

Home-Based Contract: Enjoy the flexibility of a home-based contract with occasional travel to NTT Data Business Solutions offices and client sites, allowing you to manage your work environment effectively.

Generous Holiday Allowance: Benefit from 25 days of paid holiday annually, providing ample time for relaxation and rejuvenation.

"Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge.

Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.

Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.

Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.

Health and Well-being: Prioritize your health with our comprehensive Private Medical Insurance plan, currently provided by Bupa. This coverage extends to you, with favorable rates available for family members at the L3 level and above.

Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.

Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.

Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.