OMS Business Analyst_L2 - Metro, Philippines, Central Visayas, Pilipinas - VISEO ASIA

Paglalarawan

Objectives

• Analyses and handles L2 OMS tickets
• Writes and validates L2 procedures
• Takes part in coordination meetings

Responsibilities

• Is responsible for VISEO's commitment to L2 ticket processing SLAs
• Is responsible for the defined Viseo perimeter
• Is able to redirect a ticket to another team if the ticket is outside the Viseo perimeter
• Is responsible for the procedural documentation he/she executes
• Is responsible for the Service Now backlog
• Is responsible for compliance with the ticket handling process in place

Role

• Handle L2 tickets in accordance with the established process
• Write new procedures and have them validated
• Keeping procedures up to date so that L2 tickets can be processed quickly
• Participate in coordination points between the various RUN teams
• Take the Viseo commitment to the next level
• Keep the Service Now configuration for the project and the VISEO perimeter up to date

Profile

• Proven experience as an OMS Fluent Business Analyst
• Proven experience in Application Management projects.
• Ability to learn new functional and application processes
• Understanding of the constraints and specificities of the OMS RUN activity (cross-functional activity, at the heart of IS exchanges, order orchestration process, etc.).
• Ability to work with a Ticket Service Now management tool.
• Ability to challenge the criticality level of tickets.
• Ability to analyse and process level 2 support tickets.
• Ability to write documentation and ticket processing procedures.
• Willingness to work as part of a team
• Ability to work in collaboration with other RUN teams
• Ability to research and apply data recovery and OMS unblocking procedures.

Technical Skills

• Fluent OMS
• Knowledge and mastery of GraphQL
• Knowledge and mastery of the Postman tool
• Practical use of the Service Now tool