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Senior Consultant Business Applications

IFS

IFS

IT
Madrid, Spain
Posted on Monday, June 24, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Purpose


The IFS Senior 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.

Although not a role with people management duties, the selected individual will be a senior part of the organisation and so will provide mentoring and examples of good practice to the more junior members of the team.

Summary
A Senior Consultant Business Applications has in depth functional and business knowledge on specific products area(s) of IFS’s products. They contribute to continuous improvement of existing IFS support scope definitions and support processes, while providing functional resolutions within the support/maintenance scope to rectify issues. Furthermore, they consistently share functional knowledge with customers and peers.

Experience in a similar role

  • 3 to 5 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
  • Actively contribute to continuous improvement of existing IFS support processes
  • Take initiatives, accept challenges, and collaborate as a team in achieving team goals
  • Build internal and external networks and be a reference point in the product area(s)
  • Identify competency and knowledge gaps among team members, and conduct knowledge sharing and training sessions accordingly
  • Make decisions independently and be accountable for them
  • Engage in IFS community and contribute to functional forums

    Qualifications

    Overall Required Competence
    A Senior 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)

    • Knowledge on IFS’s products technical architecture
    • Knowledge on Scope Tool
    • Skills in SQL querying and simple debugging
    • Understating on how IFS’s products interface with external applications


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

    • Conflict resolution, persuasion, and negotiation skills
    • Coaching, mentoring, and advising skills
    • Understanding on how to create and maintain configurations (IFS extensibility)
    • Business communication skills
    • 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

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

    • Understanding on IFS support scope definitions and support process
    • 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
    • Skills in training material preparation and training delivery
    • Functional knowledge on specific product areas

    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)
    • Experience in relevant industry(s)
    • Experience in handling customers
    • Basic understanding on business value engineering
    • Experience in leading team assignments
    • 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:

    • Fluency in other languages
    • IT applications and applicable technologies
    • Technical experience on Azure, Oracle DB, Kubernetes, network, Cloud security.

      Additional Information

      We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.