Systems Liaison I - Percepta

TTEC•Dearborn, MI

10h•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a System Liaison I – FLP in Dearborn, MI, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The Extended Service Plan (ESP) System Liaison I will assist in defining functional extended service system specifications based on business requirements for the product globally. The liaison I will gather business requirements from the business owner (Ford Lincoln) and work with the Liaison II and Ford IT to ensure the requirements are understood. The ESP System Liaison I will assist with the annual revisions to the Ford/Lincoln extended service plans; will research and recommend solutions to service plan system issues. The ESP liaison I will test enhancements and review with the ESP liaison II and team leader before the new plans are implemented. Along with the ESP System Liaison II, the ESP System Liaison I resolves contract registration issues for dealers, area sales managers and, Ford/Lincoln management before making any corrections and will act as second level support for customer issues.

Requirements

Working towards an associate degree in information systems or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Prior experience in business with a good grasp of technology or experience in technology with a good grasp of business.
1 year in a position using critical thinking or analytical skills.
1 year demonstrated experience working Interfacing with system developers.
1 year demonstrated experience writing detailed business/system requirements.
1 year experience developing system test cases and executing user acceptance testing.
Ability to understand and represent the business needs to information services as well as information services to the business.
Strong communication skills to effectively communicate with customers, managers, and co-workers.
Proven advanced Excel skills.
Excellent quantitative, analytical and, troubleshooting skills with a technical mindset.
Ability to analyze issues, understand root cause and identify a resolution.
Display professionalism and a positive attitude.
Outstanding time management and organizational skills.
Demonstrated ability to work well with others.
Demonstrated ability to multitask, prioritize assignments and work independently.
Must be detail oriented.

Nice To Haves

Experience writing functional system requirements is preferred.

Responsibilities

Attends meetings with the business owner to understand changes needed to service plan designs.
Assists in writing test plans, executes testing and track test defects.
Research and recommends system related concerns.
Responsible for understanding new business functionality for the USA and Canada and ensuring these changes are communicated as needed.
Responsible for documenting changes to business requirements and the system.
Resolves extended service plan contract registration issue for dealers, area sales managers, Ford/Lincoln management and vendors via the Ford mainframe database.
Work with ESP Liaison II on exceptions and special requests from the business owner.
Makes recommendations for process improvements.
Complete additional tasks and projects as assigned.