WBSCM Service Desk Analyst

WBSCM Service Desk Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

Primary duties consist of the following:

• Engage/diagnose/analyze all incoming issues surrounding the WBSCM system (via phone, e-mail, self-service entries, etc). Resolving at least 80% of issues at the Service Desk level, minimizing those (less than 20%) out of scope that require escalation.
• Become adept enough at all WBSCM user tasks to be able to solve all manner of issues users might encounter. These include but are not limited to issues with logins and account creation, placing orders of various types, entering GRs (Goods Receipts), creating ASNs (Advanced Shipping Notices), submitting eINVs (Electronic Invoices), using various reports, and more.
• Must possess excellent communication skills and be able to answer incoming calls from users, create tickets for them, and assist those users, solving their issues on first contact whenever possible.
• Independently apply critical thinking strategies for all business process actions to be able to assist users through any function/action in the system. Work with both technical and non-technical users to convey appropriate solutions based on the user’s level of understanding.
• Be able to effectively communicate information to and work collaboratively with teammates.
• Review/Update process documentation related to Service Desk operations and support.
• Complete various back-end monitoring tasks to report any discrepancies found between the SRM and ECC production environments, and the EKPO Deletion and SMQ1/SMQ2 reports.
• Complete daily WBSCM user uploads/updates in ServiceNow production environment via transform mapping, when applicable.
• Contribute to testing for special ad-hoc projects regarding the WBSCM production environment, as well as testing for scheduled WBSCM production upgrades, enhancements, and monthly releases.
• Once up to speed, assist in training of WBSCM processes and other tasks to newer staff that may come on board in the future.

Assist with Monthly Release (go-live) activities for the OCM team including the following:

• Validation of training materials
• Validation of release notes
• Validation of system fixes
• Creation and sending of the go-live communication to the user community
• Context Sensitive Help validation

Desired:

2-4 years of experience in customer support for a technical software or hardware service desk environment, preferably in a web-based environment addressing one or more of the below areas:

• Supply Chain Management (SCM)
• Materials Management (MM)
• Technical (ABAP, BASIS, BI, PI, Enterprise Portal)
• Customer Relationship Management (CRM)
• Supplier Relationship Management (SRM)
• Sales and Distribution(SD)
• Finance and Controlling (FICO)
• Strong communication skills (oral and written)
• Strong Troubleshooting skills and experience providing customer support

What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

 

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.