Oracle CRM

Hi,
My name is Soumen, and I'm a Senior IT Recruiter with InfiCareTech. We're hiring for a Oracle CRM // Columbia Remote // Contract. If you're open to new opportunities, please share your updated resume, current location, and work authorization. I'd be happy to connect!
Oracle CRM Columbia Remote Contract
Role Description
· Working on Incidents in Service Now and providing epage support 24x7x365· Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.· Resolve minimum of three (3) Incidents daily per Agent.· Meet or exceed the Balance Scorecard and Metrics.· Adhere to the ISO documents and Knowledge base articles. · Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.· Participate in Emergency Operations Center (EOC) bridge to represent service supply chain Operations. · Monitor epage/email alerts 24x7x365, take needed actions to restore the service supply chain Operations.· Engage in service supply chain Release Trainings and UAT.· Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.· Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.· Act on Case Audit outcomes to develop and implement approved enhancements.· Identify and implement process improvements and efficiency gains.· Arrange for backup Agents during periods of absence.· Perform additional special assignments or tasks as needed.· Address the incident from the service supply chain business community with highest quality with in the defined SLA· Monitor the incoming incident and determine if release related· Execute the UAT test cases for the release· Manage and communicate the planned and unplanned outages.
Must Have ( Soft Skills):Excellent English skills – both verbal and writtenOutstanding communication, presentation, and analytical skillsProven expertise for handling global stakeholders and dealing with escalated situationsExperience of presentation in large forums Excellent problem-solving skills and ability to quickly diagnose and resolve application, process, and data issuesProven ability to deliver exceptional customer service and communicate effectively with clients and internal stakeholdersUsed any incident management tool like Service Now for providing support
Soumen BiswasSenior I.T Direct. Apply directly on CazVid.