Job Description :
Job Title: ERP Help Desk Technician
Client Location: Austin, TX
Job Type: Ongoing Long-term Contract
- Must be available to start this role within a couple weeks upon hire
Job Description:
Our client has implemented PeopleSoft 9.2 in Finance, Supply Chain, HR and Enterprise Learning Management departments. They are in need of Applications Support Technicians to field calls with questions about using PeopleSoft to users of these departments.
Responsibilities:
o Answer phone calls, emails and ServiceNow tickets for PeopleSoft support questions.
o Assist in tech support for users which includes password resets, bypassing java issues, updating compatibility and internet setting for users, etc.
o Resolve/complete incidents/requests when possible. If not possible, route to appropriate group in ServiceNow to handle.
o Process Incident, Incident task, Maintenance task, Change Request task, and Request tickets in ServiceNow.
o Verify ERP access requests against role constraints and determine if allowed before provisioning by Helpdesk. If required, contact business areas for approvals.
o Provision role access in PeopleSoft.
o Contact users to fill out standard questions for query requests before routing to appropriate ERP reporting group in ServiceNow.
o Route ERP Application Requests to appropriate party.
o Daily reports on Configuration Items, Agent to Date, Monthly Trend, Assigned ticket counts, Calls handled, Time worked
o Weekly metrics on ticket volume and aging
o Run daily and monthly audits
Requirements:
6+ years of IT application support experience
2+ years ERP system support experience is a must have; PeopleSoft HR or Finance related application, such as
FSCM modules—Highly preferred*
4+ years experience with a help desk ticketing system such as ServiceNow or Remedy
Excellent writing skills to document during their time with the SME's
Excellent communication skills and telephone manner
Excellent organizational skills
Desired:
State Agency experience
Excel/Macros Experience
Experience with procurement/financials in the purchasing module