IT Service Management Representative
Accenture
IT Service Management Representative
Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills: Infor WFM Workbrain
Good to have skills: Oracle HCM Cloud Payroll
Minimum 3 year(s) of experience is required
Educational Qualification: 15 years full time education
Time keeping and scheduling solution; 10-20 % of AMS volume will need to be supported by vendor (estimated 30% of a full-time with Workbrain and Java knowledge). Volumes- approx. 40 tickets/month. Workbrain is workscheduling and timekeeping application that receives inputs from multiple applications. It sends task assignment emails and also sends T/L information to Oracle Payroll and also to Hyperion for Planning and Budgeting. Activities for the workbrain support person include:
- Monitor the interfaces (if not automated) and make sure they are running successfully
- In case of interface failure, help debug by looking into Workbrain application pages if data landed correctly or what went wrong
- Support Integration Testing by validating data on Workbrain side
- If there are any Service Requests related to Workbrain like some manual execution of processes in Workbrain or rerunning of any failed interfaces
- If there are product related issues, raise it to the OEM (Infor Workbrain) by raising L4 Tickets and tracking to closure
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