BUSINESS DIVISION & DEPARTMENT: Pricing Administration
MAIN PURPOSE OF JOB (BRIEF SUMMARY)
Resolve client’s pricing tools issues as quickly and accurately as possible:
- Restoring system functionalities, leading the end-to-end resolution process while adhering to strict SLAs.
- Enabling full user productivity from onboarding and training to business-as-usual activities.
- Propagating knowledge and understanding of new functionalities within existing pricing tools.
MAIN JOB DUTIES/RESPONSIBILITIES (Please list most important duties first)
- Triaging incoming query tickets, ticket resolution and follow up
- Deployment and management of user’s accounts
- Maintenance of user’s access levels in accordance with SOX compliance requirements
- Explaining system’s functionalities to end users
- End user communications, both verbal (phone) and written (email) in English
- Provide remote user support resolving issues on customer’s workstations
- Interact with internal and/or external teams to resolve complex system’s issues
- Document, measure and report out on ticket root causes and other relevant metrics
- Perform tickets root cause analysis for recurring tickets
- Be an extended member of the Vendavo-Core-Team, assisting the team in system testing and in other system related activities when required
- Work on tasks to develop and/or address process improvements
- Deliver training and knowledge transfer
- Perform process analysis and document findings with detailed descriptions
- Setup and maintain knowledge bases on the tools and related processes
JOB REQUIREMTS
KNOWLEDGE/EDUCATION
• Bachelor’s degree in a relevant area
• System’s savvy and comfortable with software configuration within a business environment
• Experience with Windows OS, MS Office, remote support tools,
• Fluent in Japanese and English speaking and writing
SKILLS/COMPETENCIES
• Very good communications skills
• Very good problem solving skills
• Team player
• Stress-resistance, objective and self-starter
• Customer oriented attitude
• Solid analytical skills
• Experience in drawing and framing logical conclusions
JOB EXPERIENCE
• 2 years of relevant experience in an international pricing or financial environment, providing Helpdesk first-line support or Shared-Services.
• Or 12 months as Junior Pricing Tools Support Analyst