Oracle - Triage Service Analyst

UK Future Now is an innovative and exciting part of IBM. A fast-paced and dynamic business built to deliver high-value technical services to world renowned clients. All of our employees work in a consultancy environment on a variety of exciting projects across a range of sectors. Every project has its own unique working environment - this enables our employees to build their experience, skillset and network.

Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? Responsible for ensuring that the customers Oracle ERP and HCM modules are supported maintained and developed as part of IBM's managed service, via ticket management. You will deliver high levels of customer service and satisfaction to end users and professional users.

You will be a key contact for the customer to log and triage incidents, requests for fulfilment, events, problems, and change. You will capture and log key information, manage the initial assessment of the incident and where appropriate the resolution of the matter. The key objective of this role is to work towards closure for all cases as rapidly as possible.

All training will be provided on Oracle Systems and Service Procedures.

• Build relationships across the customers business
• Answer and respond to customer calls, emails and cases
• Communicate clearly with clients in assessing their case
• Support the customer through troubleshooting and knowledgebase procedures
• Resolve cases
• Continually review case queues, SLAs and responses to ensure we are providing the highest levels of customer service
• Provide MI to both external and internal customers
• Continual learning and development; working with your line manager to ensure an appropriate and timely training plan is agreed, in place and being worked to
• Report on customer SLAs
• Attend both internal and external meetings, and follow up on agreed actions in a timely manner
• Excellent written and verbal communication skills
• Ability to build rapport
• Outstanding listening and questioning skills
• Strong research and problem-solving skills
• Excellent customer service skills
• Strong attention to detail
• Ability to document and absorb information quickly
• Strong prioritisation skills
• Ability to perform tasks under pressure

This role is subject to pre-employment screening in line with the UK Government's Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply; this could include meeting the eligibility requirements for The Security Check (eSC) or Developed Vetting (eDV).