Incident Management Agent Job Phoenix area,Arizona USA,IT/Tech

Working on Incidents in Service Now and providing epage support 24x7x365
Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.
Resolve minimum of three (3) Incidents daily per Agent.
Meet or exceed the Balance Scorecard and Metrics.
Adhere to the ISO documents and Knowledge base articles.
Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.
Participate in Emergency Operations Center (EOC) bridge to represent service supply chain Operations.
Monitor epage/email alerts 24x7x365, take needed actions to restore the service supply chain Operations.
Engage in service supply chain Release Trainings and UAT.
Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.
Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.
Act on Case Audit outcomes to develop and implement approved enhancements.
Identify and implement process improvements and efficiency gains.
Arrange for backup Agents during periods of absence.
Perform additional special assignments or tasks as needed.
Address the incident from the service supply chain business community with highest quality with in the defined SLA
Monitor the incoming incident and determine if release related
Execute the UAT test cases for the release
Manage and communicate the planned and unplanned outages.

Preferred/Trainable/Nice to have

At least 2 years of practical experience in Pega, with certification as a Certified System Architect (CSA) knowledge of Pega debugging tools - Tracer, Clipboard, Live UI and be able to read Pega log and derive inferences etc ideally with pega certification.
At least 2 years of hands-on experience in Salesforce, along with a Salesforce Certified Administrator credential. Salesforce Certified Administrator credential.

Pega: (applies only for pega candidates) – since our immediate need is Oracle, you can skip this Others

Proficiency with Mule Soft, API integration, Rosetta Net Partner Interface Processes (PIPs), and Data Transfer Gateways (E2

Open is preferred).
Knowledge of Reverse Logistics (RL) business processes.

Must have Oracle: (Mandatory, in as many areas as possible)

Extensive experience in providing business application support for enterprise processes like service supply chain, order management, RMA, B2B, Logistics, Partner, EDI support etc
Proven experience in Oracle forms and PL SQL
Proven experience in Oracle ERP to research data level issues, workflow issues, understand business rules (order management, inventory management, RMA, B2B, logistics, reverse logistics, oracle planning, shipping

Must Have

At least 2 years of direct experience in Oracle, focusing on inventory management and shipping processes.
At least 2 years of hands-on experience with B2B technologies,
Proficiency in End-to-End Incident Reporting (IR) and ISO processes.
Familiarity with SQL/PL SQL at an intermediate level

Must Have (Soft Skills):

Excellent English skills – both verbal and written
Outstanding communication, presentation, and analytical skills
Proven expertise for handling global stakeholders and dealing with escalated situations
Experience of presentation in large forums
Excellent problem-solving skills and ability to quickly diagnose and resolve application, process, and data issues
Proven ability to deliver exceptional customer service and communicate effectively with clients and internal stakeholders
Used any incident management tool like Service Now for providing support