ERP Specialist Support Consultant - Lawson Financials

G8 - Lawson Financials Support - Sr.Consultant

• To provide L1/L2 support for Lawson-Financials ERP V10(On-Prem) in OS/400 with database technology DB2.
• In-scope modules of Core Transaction Processing
  • - Enterprise Financial Management (AP, MA, PO & GL)
  • - Inventory
  • - Costing

General requirements

• Provide L1 and L2 support for the Application Maintenance engagement which is heavy off-shore
• Nature of the work predominantly handling - Access, psw, sign on etc, application down incidents and user requests with interface issues / Printers / reports.  L2 issues w.r.t timely processing of invoice jobs, Pos, functional issues etc.,
• Before getting into L1/L2 Support, person should be able to take KT as needed as per the defined process, provide steady state support as per KPIs/SLAs.
• Document support process, standard operational procedures, support reference manuals.
• To be able to work 10x5 model (1.30 pm to 11.30 pm IST) on working days, week-end on-call for Hi-Sev/Hi-Pri tickets – Demonstrate. Positive work attitude & communication in work co-ordination & meetings, status reporting.  Be flexible to stretch for any critical business needs.
• Support disaster recovery, BCP as needed
• Should have strong experience in support engagements, using the ITSM/ Ticket management tools with fair understanding of Ticket life cycle both, on incidents/user requests, response/recovery SLAS/escalation procedures.
• Perform Root cause analysis on repeated support issues and provide continuous improvements. Automate any manual processes, procedural user requests etc.,
• To be able to independently work and at the same time, be a good team player to collaborate with stake holders both internal and external as necessary.
• To be ready and flexible to cross trained on the job any interfacing apps, additional skills, any additional tools to provide improved service to customer.
  Escalate issues to the Lead/PM/DM in a timely manner and be associated for issue resolution.
  Note:

• 1st Preferred location – Hyderabad, 2nd Preferred Location – Bengaluru, 3rd Preferred Location – Chennai, though currently Hybrid model.
• To be flexible work in Remote and work from office as directed by Organization leadership.