APACE2open is the connected supply chain platform that enables the world's largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.BUSINESS UNIT: 000 - CorporateDIRECT REPORTS: NoRESPONSIBILITIES:Acquire expert level knowledge with solutions, products or services deployed for their respective customers.Independently & effectively respond to customer tickets/Partner queries/internal communications.Seamlessly work on data related to scheduled or unscheduled activities, take full responsibility by keeping all stakeholders informed.Strictly compliant with the tools/applications adoption, is conversant and do not take non-standard approach. Always recommend/insist best practices to follow within the team.Is familiar with all SLAs for customers, always on-time and accurate process & delivery like – reports/feeds processing/feedout/ART etc.Available during non-business hours to work towards the resolution of Sev1 & Sev2 issues.Strongly reflects on e2open Principles, understands organizational goals and work towards achieving them.Independently work on complex customer queries/tickets and requests which requires deep diving into data to address, clear and crisp presentation of ideas and solutions.Be a SME, train and guide other team members on day to day operational matters, liaison with cross functional teams on matters of customer delivery aspects, conduct team meetings independently.Capable of supporting multiple customer operations, participate actively discussions with CDSMs.Create wow factor leading to customer appreciations through excellent handling of queries requests etc.Support automation drive through well planned and structured UAT.Extend seamless back up support, effectively prioritize, execute tasks in timely manner to achieve all SLAs.Continuous review of all process steps and eliminate redundant manual touch points, identify legacy processes and initiate discussion with customer to eliminate such manual work.Efficient process document management, simplify processes and data handling.Demonstrate good analytical skills to slice and dice the data, always complete assigned training for the role well ahead of the timeline.Create metrics and advise customers on the trend and issues in the data and recommend, to make relevant changes, provide meaningful insights into data to the customers.Evaluate and conduct sessions on adopting new features, drive new platform features adoption within the team.Independent in supporting SCRs related changes, implement RPA and Python scripts to reduce manual work.QUALIFICATIONS AND EXPERIENCE:Graduate/Masters from premier institute.3+ years of experience in data management and analytical field.Flexible to work in different shift timings and is available at non-business hours to support critical requests or issues impacting organization and customer business or service.Outstanding analytics, troubleshooting, problem-solving skills, always thinking out of the box.Versatile working in a team with diverse thoughts and different dynamics.PHYSICAL REQUIREMENTS:General office environment and responsibilities requiring:Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday.Occasionally moving and lifting objects up to 20 pounds.Flexible to visit all office locations regularly at Bangalore.E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.E2open participates in the E-verify program in certain locations, as required by law.
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