Introduction As a Package Consultant at IBM, get ready to tackle numerous mission-critical company directives. Our team takes on the challenge of designing, developing and re-engineering highly c
As a Package Consultant at IBM, get ready to tackle numerous mission-critical company directives. Our team takes on the challenge of designing, developing and re-engineering highly complex application components and integrating software packages using various tools. You will use a mix of consultative skills, business knowledge, and technical expertise to effectively integrate packaged technology into our clients’ business environment and achieve business results.
Your Role and Responsibilities
For the Level 2 activity, it is the treatment of incidents/requests received at the support that are not treated at Level 1.
The consultants must have the ability to learn and master complex subjects, have a good analytical and deductive mind to detect the origin of incidents, exchange with users with clear communication, and provide a solution.
Details of the mission:
- Ticket processing
o Proactivity: self-assignment of incidents in the ticketing tool, processing of an average of ten tickets per day
o Work organization: direct allocation of points by the team leader, ability to work according to priorities and communicate progress or possible difficulties
o Ability to understand the customer context: different management rules and specific solutions adapted to the cases encountered
o Ability to learn: important complexity linked to the ERP M3 solution implemented at our customers, to its business specificities.
o Autonomy, ability to search for information in the documentation platform
o Proactivity, reflex to write procedures on subjects that are not already documented in order to grow the knowledge base and share with the rest of the team.
- Study of problems
o Know how to step back if a case is encountered multiple times or is very impactful for the customer: grasp a basic problem that must be documented and argued (detailed explanations, screenshots, SQL queries, reproduction of cases in a test environment…), so that it can be treated by the maintenance team
o Proactivity: know how to recognize incidents that are related to problems already recorded and link them to these problems.
o Towards users: good writing skills. Know how to adapt the technical language according to the interlocutor (ISD or end user)
o Towards the IT department: be able to write follow-up tables (Excel, Powerpoint…), with relevant indicators reflecting the activity of the support. Some of the team’s consultants are in fact responsible for communicating with a customer’s support area.
Required Technical and Professional Expertise
o Algorithmic logic,
o Diagnosis => recommendati > problem correction
- Autonomous, ability to self-learn
- Knowledge in Supply-Chain, Production, Finance, interest in these fields
- Able to write summary emails and produce PowerPoint / KPI
- Technical background (SQL) or ERP
Preferred Technical and Professional Expertise
- Ability to speak English
About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world’s economy. IBM Services partners with the world’s leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
Your Life @ IBM
Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It’s time to define your career.
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.