Job Description Summary

Job Description

Essential Functions / Responsibilities:

Own the overall support process and activities under eDelivery ecosystem involving multiple Enterprise applications.  Possess in-depth knowledge of suite of enterprise applications under eDelivery ecosystem, thier functionalities, and interdependencies and ensuring uninterrupted fulfilment of commercial orders from ERP and service orders from CRMs.  Lead, mentor, and manage complex, multi-disciplinary teams in resolution of high-profile outages/application incidents, leveraging contingent worker support team and internal supporting organizations. Focus on Problem Management, delivering continuous availability eDelivery platform and related infrastructure. Participate in the domain technical and business discussions relative to future architect direction for eDelivery ecosystem from operations and support perspective. Lead application monitoring and outage reporting leveraging a consistent tool and approach. Interacting directly with other cross-functional and Platform teams to identify issues related to integrations between eDelivery platform and other applications and their timely resolution. Responsible for introducing process changes and technologies to maintain world class operations for eDelivery platform. Design intuitive and user friendly dashboards in user-friendly analytics platform and communicate data insights effectively to various stakeholders. Provide strong leadership to the Problem and Incident management teams and hold the team accountable for delivering solutions to customer. Design Self-service and Automation solutions and Chatbots to help customers and Operations team. Creates a culture of customer focus and high performance to drive innovation through continuous customer engagement. Ensure conformance to Operations support standards / practices. Proactively identifies and removes obstacles or barriers on behalf of the team. Build strong team relationships with multiple stakeholders including business, support teams, vendors, and end users.

Qualifications / Requirements:

Bachelor’s degree or equivalent in Computer Science, Sciences, Technology, Engineering, Math or related. Six (6) years of experience in software applications development, business systems support, or a combination thereof.  Employer will accept a Master's degree or equivalent in Computer Science, Sciences, Technology, Engineering, Math or related and four (4) years of experience in software applications development, business systems support, or a combination thereof in lieu of a Bachelor's degree or equivalent and six (6) years of experience as described above.  Work experience to include: Experience in ERP, for example PeopleSoft or Oracle Apps, and modules such as Order Management, Production, Inventory, Contracts, Saas Billing; Domain experience and functional knowledge on various business processes such as Order to Remittance (OTR), Enterprise Service Automation (ESA) and Electronic Delivery, Node locked and Floating Licensing; Experience leading and managing support of whole business fulfilment process spanning across multiple enterprise applications and tools; Experience solving challenging issues in high pressure environment including analyzing, troubleshooting and coordinating the session for application issues leveraging different support team and other internal supporting organizations; Experience using SOAP and GraphicQL or Rest API's and GraphicQL; Experience with middleware technologies such as BOOMI or API Gateways; Experience in Data modeling, ETL (Extract, Transform, Load) processes, and data mapping using various data formats and standards (such as XML or JSON);  Experience in security protocols, encryption, and best practices in ensuring secure integration across systems;  Experience developing chatbots or AI-driven applications with GPT models or similar AI frameworks used for chatbot development; Programming languages such as Python which are commonly used in AI and Chatbot development; Cloud solution approaches from a technical (infrastructure), service management, financial and sourcing perspective; Writing SQL queries; Experience in database concepts (such as indexing, transactions, stored procedures, triggers, views and normalizations) and optimizing SQL queries for better performance and query execution plans; Experience working on user-friendly analytics platform (such as Spotfire or Tableau) to design intuitive and user friendly dashboards using these tools by exporting eDelivery data; Fundamental principles of data visualization (such as choosing appropriate chart types, color schemes, layouts and visual elements) and interpreting visualized data accurately to communicate insights to various stakeholders; Using advanced visualization features such as scripting custom expressions and incorporating statistical m