Consultant Business Applications

The IFS Consultant Business Applications role exists within the global Unified Support organization. The role handles multiple aspects of incident, service request, problem and change management. Working with multiple internal and external stakeholders related to our supported services. The role forms part of an on call team, which reports into a Unified Support manager.

The Unified Support -Service Operations team provide 24x7x365 operations support to the IFS customer base across all IFS cloud services. The IFS Consultant Business Applications role is a 24/7 shift based position across a rota of 5 weeks.

They possess domain expertise and thorough industry exposure of the relevant product area(s). They will advise and guide the customer, listen, and dare to challenge them in order to understand their business needs and provide support in the usage of their IFS solution. They do this as per the IFS support offering.

They also possess a commercial mindset and enjoy the challenge of solving and communicating well thought out practical solutions that ensures business continuity, which ultimately leads towards customers acting as advocates for IFS.

Summary
A Consultant Business Applications has sufficient functional and business knowledge on specific products area(s) of IFS’s products. They provide functional resolutions within the support/maintenance scope to rectify issues, while ensuring customer satisfaction and solution fit.

Experience in a similar role

• 2 to 3 years

Essential Duties and Accountabilities

• Provide functional resolutions within the support/maintenance scope to rectify issues, while advising the customers and other parties on usage of IFS’s products
• Provide regular, proactive updates on the progression of the resolution and deliver professional customer service
• Be conscious on value delivered through customer support
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Continually be updated on latest product developments, and their ability to meet industry standards and policies
• Understand the industry characteristics of the customer’s solution
• Identify the root cause of the issue through cross-examination, and provide advices accordingly
• Collaborate as a team in achieving team goals
• Actively engage in IFS Community

Requirements

Overall Required Competence
A Consultant Business Applications would be expected to have an understanding/competency on the following areas:

Basic level (able to perform low complexity work; has fundamental/adequate skills)

• Conflict resolution, persuasion, and negotiation skills

• Coaching, mentoring, and advising skills

• Understanding on how to create and maintain configurations (IFS extensibility)

• Presentation skills

• Knowledge on customer's business process, along with the business value generated

• Functional knowledge on other related product areas

• Industry knowledge on specific product areas

Intermediate level (able to perform medium complexity work; has moderate/sufficient skills)

• Understanding on support model commercial awareness
• Analytical skills in identifying the root cause and most feasible solutions
• Skills in adaptability and responsiveness, along with understanding on change management
• Engagement with customers and other relevant stakeholders
• Business communication skills
• Skills in training material preparation and training delivery
• Functional knowledge on specific product areas

Advanced level (able to perform high complexity work; has strong/prominent skills)

• Understanding on IFS support scope definitions and support process

Furthermore, the following skills and behaviours are also expected.

• Active listening
• Empathy
• Follow-up and keeping promises
• Ability to work with various stakeholders
• Live our values (Agile, Collaborative, Trustworthy)

Required Education & Experience

Essential:

• University degree, equivalent professional qualifications, or relevant work experience.
• Fluency in English language (both written and verbal forms).
• Previous knowledge of Enterprise Resource Planning software (ERP) like SAP, Baan, Infor, Dynamics, Oracle ERP, Sage, NetSuite.
• High level knowledge and understand of Database technologies (Oracle).
• Exposure to public Cloud platform, specifically Microsoft Azure.

Desirable:

• Adequate relevant industry(s) experience
• Adequate industry(s) knowledge through industrial placements
• Fluency in other languages
• IT applications and applicable technologies
• Experience in handling customers
• Technical experience on Azure, Oracle DB, Kubernetes, network, Cloud security.