The role of the Senior Application Support Engineer, PeopleSoft Supply Chain Management is to provide exceptional remote-based support for mission-critical PeopleSoft applications as part of our global Application Managed Services support team.
The position has the responsibility for researching, troubleshooting, and supporting multiple PeopleSoft modules for our global clients who use versions 7.x through 9.2.
Essential Duties & Responsibilities
Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of PeopleSoft applications functionality and develop an action plan to resolve issues, either directly or through promotion to L4 support
Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting
Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
Replicate reported issues as needed for troubleshooting
Provide new or modified application configuration to resolve incidents
Advise end users and junior coworkers on application functionality and capabilities
Recommend changes to training based on incident volumes and trends
Create scripts to identify, analyze and correct data issues
Design and document new or modified existing reports (BI Publisher, Crystal, etc.), trees, workflow, interfaces, pages, etc.
Thoroughly document change requests, test results, and approvals
Develop test scripts for new / changed application capabilities
Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
Collaborate with team members in a virtual team environment to extend field experience to different client situations
Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Minimum of 6+ years relevant hands-on experience as a consultant or production support provider, specifically in PeopleSoft Supply Chain.
A track record of successful roles in several PeopleSoft implementation or upgrade projects, or as a production support provider
Deep working knowledge and understanding of support business processes
Broad expertise in PeopleSoft FSCM 9.2 and below with heavy focus on Supply Chain
Strong verbal and written communication skills, with the ability to tactfully resolve conflict
Ability to be persuasive and influence customer relationships in a positive direction
Strong grasp of PeopleSoft principles, with skills transferable across the Supply Chain suite
Ability to multi task, managing competing priorities and administrative tasks
Strong capability to read, write, and speak English
Exceptional ability to maintain strong peer relationships, gaining trust and confidence from all levels within the organization
Well-developed presentation and communication skills
Foster a collaborative, supportive, and "team first" work style
Ability to accept change, and scale appropriately with a rapidly growing business
Ethical, with highest standards of integrity and accountability