Sr. Technical Analyst

My client is an American multinational food manufacturing company headquartered in United States. 

Responsibilities:

• Providing support to the end-user community for our Workforce Management solutions implemented
• Researching, analyzing and determining the appropriate course of action for fixing problems.
• Coordinating problem resolution across teams, including business contacts when necessary.
• Managing or executing the implementation of improvements through all phases (including Functional and Technical Design, Development/Configuration, Testing, Training, Support)
• Will work closely with other IT teams on issue analysis & resolution.
• Responsible for ticket monitoring, assignments & updates & SLA monitoring.
• Responsible for working closely with vendors.
• Promoting IT Service and Support best practices.
• Ensuring operational Service Level Agreements (SLAs) are met.
• Working with vendors on escalated issues.
• Recommending improvements to status reports and metrics.
• Providing coaching and guidance to team members.
• Staying current on industry trends.

Requirements:

• Bachelor's degree or technical institute degree/certificate or equivalent work experience.
• 8 or more years of experience designing and implementing solutions on (e.g. WFC, WDM, WIM, Dimensions)
• Experience usinp B2B Integrations Applications, File Transfer Software.
• Knowledge of Workforce management business process (e.p. time cards, scheduling, attendance,accruals, pay rules, reporting).
• Experience integrating clocks with WFC.
• Experience with integrations with payroll solutions managing data using WIM.
• Ability to identify and effectively resolve issues and to proactively anticipate and prevent problems.
• Stronp analytical, process and technical skills required.
• Capable to challenge conventional thinking and look for opportunities to improve, streamline and reinvent work processes.
• Capable to develop and maintain stronp relationship with customers and ensure customer satisfaction.
• Stronp interpersonal skills, in developing preat relationships within IT and business teams.
• MS Office skills.
• Excellent written and verbal communications
• Knowledge of ITSM processes or certification
• Service and Support experience
• Service Now experience