Company Description

IFS is a billion-dollar revenue company with 7000+ 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

We are actively seeking dynamic, open-minded, and innovative professionals within the Aerospace & Defense industry to join our Unified Support organization. In this role, you will become a pivotal figure in our team, leveraging your expertise in the field and comprehensive knowledge of industry best practices.

As a key member of our organization, you will be at the forefront, delivering top-notch global support services to IFS customers around the world. Your role will involve not only staying abreast of the latest industry trends and developments but also applying your domain knowledge to address complex challenges and diverse needs of our global clientele.

By joining our team, you will have the opportunity to work collaboratively with colleagues and clients alike to drive innovation, excellence, and customer satisfaction. Your contributions will be integral to our mission of providing a Moment of Service™ to IFS customers within Aerospace & Defense industry.

Key Duties and Accountabilities

• Manage incoming queue of cases, incidents and service requests within SLA, OLA and KPI targets.
• Create and update relevant KBAs, SOPs, FAQs and other documentation to address known issues, workarounds and service requests.
• Work with customers to fully understand and document reported problems and drive their timely resolution within assigned SLAs together with technical members where required.
• Manage incoming queue of cases, incidents and service requests within SLA, OLA and KPI targets.
• Create and update relevant KBAs, SOPs, FAQs and other documentation to address known issues, workarounds and service requests.
• Provide ongoing feedback to improve the service request process.
• Excellent communication, negotiation, and presentation skills, coupled with the ability to apply expertise and technology to achieve work objectives.
• Ability to work on deadlines, targets and manage own time efficiently and effectively.
• Ability to work in international, multi-discipline, cross-functional teams.
• Problem-solving skills and the ability to change approach based on information gathered during the process.

Qualifications

• A bachelor’s degree in chemical & Process, Mechanical, Production & Maintenance or equivalent.
• 5+ years’ hands-on experience in working in a Service & Asset Management, Manufacturing, Maintenance related industry along with thorough knowledge of working with different Business Applications.
• A good understanding of the Aerospace Engineering/ Aircraft maintenance/Manufacturing business domain process & functionality and its related industry solutions.
• Critical thinking, creative problem-solving abilities, and a solution-oriented mindset
• Ability to understand, summarize and present information in a clear and concise manner.
• The potential to work in a distributed global team set up on a 24*7 roster is a requirement.
• The following are value added skills, if available:
  • Previous experience with IFS Product and Solutions, as a Consultant Business Applications, Consultant or Product Specialist will be a strong advantage.
  • Usage of IT Service Management (ITSM) tools in a support service environment
  • Azure service administration and operations
  • Basic knowledge of Object-Oriented Programming (OOP) and/ or SQL

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.