With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. 

Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Responsibilities

· Ensure the deployment of the Global Business Platform.

· Assist in performing As Is analysis during Solution Identification phase.

· Collects required information for the Change Impact analysis and facilitates impact analysis execution and resolution. Assists in successfully closing of gaps between “as is” and “to be” situation.

· Provides expert knowledge of the subject area and the project methodology.

· Writes and reviews level 5 Standard Operation Procedures (SOPs).

· Support development of User Acceptance Test (UAT) scenarios and test scripts.

· Support and co-ordinate User Access Testing (UAT)

· Develops and coordinates communication materials related to New Ways of Working.

· Identifies training needs and conducts trainings for end users.

· Provides inputs for Toll Gate decks (milestones). Logs risks and issues that appear during configuration, training or other activities and follows through on resolution of those issues.

· Performs analysis during Ramp-up phase and proposes corrective actions.

· Identifies improvement opportunities and integrate best practices for future resolution.

· Captures lessons learned and best practices from each implementation and integrates them into future impact resolution/improvement roadmaps.

· Ensures adequate hand over to Business as Usual (BAU) after Stabilization phase.

Minimum required Skills

• Bachelor's degree in Computer Science, Information Technology, Logistics, Supply Chain Management,

or a related field.

• At least 4-6 years of experience in Customer Service and Logistics (CS&L).
• At least 3-4 years of experience in Customer Care, empathetic communications, and

negotiations.

• Understanding of basic supply chain concepts, processes, and terminology
• Experience on Customer Service Operations, specifically for Case Management
• Experience with Customer Service platforms. Microsoft Dynamics 365-Service is
• preferred
• Experience on process mapping and continuous improvement methodologies (e.g. six
• sigma, TPM)
• Knowledge of DevOps platforms (e.g. JIRA, Azure)
• Knowledge of Market to Cash, especially around Order Management is a plus
• Knowledge of E-Commerce
• Customer Centric, knowledge of customer complains management
• Background on Order Management & Train the trainers approach is a plus