Senior Service Desk ERP Expert – TELENOR PAKISTAN – Islamabad

Position Related
Telenor Shared Services Pakistan, a Shared Service Centre, is a service provider of IT
Solutions and various allied IT and functional support services in finance & accounts to Telenor Group companies globally. TSS Pakistan helps Telenor Business Units to handle their dayto-day, non-core and repetitive processes and operations so that they can focus their energies and resources on strategic initiatives that give them a competitive edge.
TSS Pakistan is seeking to fill the position of Service Desk Executive.

Your Typical day at work
Answer phone calls, chats, emails, and use of ticketing system for troubleshooting and support.
Working in various shifts to accommodate our users with different time zones.
Resolve/complete incidents/requests related to Oracle ERP (Financials, Source to Pay, Order to Cash, Projects) & Coupa. If not possible, route to appropriate group to handle.
Assist users in Month End Closing tasks.
Follow-up with users and technical vendor on status of tickets that are waiting on further information or confirmation of resolution.
Assist Service Desk Manager to deliver on Customer SLA
Stay updated on and present planned activities for the platform.
Challenging vendors / other functional teams on the suggested work arounds and costs
Responsible for quality assurance/SOA compliance on deliveries
Reporting on daily / weekly productivity and performance in Service Delivery Meetings.
Govern progress of ticket resolution in light of SLAs with business users.

Eligibility Criteria
Education: ACCA/ BS accounting and Finance
Work experience: 2- 5 years of Oracle Fusion (Financials, Source to Pay, Order to Cash, Projects)
Experience of ERP implementations in outsourced or offshore delivery organizations.
Customer service oriented: Excellent communication skills (written & oral) and positive customer centric attitude.
Excellent analytical and problem-solving skills
Sense of urgency and self-motivation; ability to work under pressure and meet deadlines.
Team player but also able to work individually.
-Experience in building OTBI/XML reports, Oracle SQL & OIC is a plus.
Potential Career Path:
Domain lead in Service Support & tools (IT, Fin, HR)
Expand and develop expertise in areas of IT, Coupa and Oracle ERP

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