Systems Liaison I - Percepta
TeleTech Holdings, Inc., Dearborn, MI, United States
At Percepta, we bring first‑class service across each market we support. As a System Liaison I – FLP in Dearborn, MI, you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
Assist the Extended Service Plan (ESP) System Liaison II and team leader in defining functional extended service system specifications based on business requirements for the product globally.
Gather business requirements from the business owner (Ford Lincoln) and work with liaison teams and Ford IT to ensure the requirements are understood.
Assist with the annual revisions to the Ford/Lincoln extended service plans; research and recommend solutions to system issues.
Test enhancements, review outcomes with the liaison II and team leader before new plans are implemented.
Resolve contract registration issues for dealers, area sales managers, and Ford/Lincoln management before making corrections.
Act as second‑level support for customer issues.
Attend meetings with the business owner to understand changes needed to service plan designs.
Assist in writing test plans, execute testing, and track test defects.
Research and recommend system‑related concerns.
Understand new business functionality for the USA and Canada and ensure these changes are communicated as needed.
Document changes to business requirements and the system.
Work with ESP Liaison II on exceptions and special requests from the business owner.
Make recommendations for process improvements.
Complete additional tasks and projects as assigned.
What You Bring to the Role
Education
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.
Experience
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 of experience interfacing with system developers.
1 year of experience writing detailed business/system requirements.
1 year of experience developing system test cases and executing user acceptance testing.
Experience writing functional system requirements is preferred.
Skills
Ability to understand and represent the business needs to information services and vice versa.
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.
What You Can Expect
Pay is $16.90 per hour.
Health/Dental/Vision/Life Insurance.
Flexible Spending Account (FSA) and Health Savings Account (HSA).
401(k) with company match.
Vacation/Sick Time and Paid Holidays.
Tuition Reimbursement.
Employee Assistance Program.
Employee Discount Program.
Training and Development Programs (Percepta College).
Employee Rewards Program (Perci Perks).
Percepta is an Equal Opportunity Employer.
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What You’ll Be Doing
Assist the Extended Service Plan (ESP) System Liaison II and team leader in defining functional extended service system specifications based on business requirements for the product globally.
Gather business requirements from the business owner (Ford Lincoln) and work with liaison teams and Ford IT to ensure the requirements are understood.
Assist with the annual revisions to the Ford/Lincoln extended service plans; research and recommend solutions to system issues.
Test enhancements, review outcomes with the liaison II and team leader before new plans are implemented.
Resolve contract registration issues for dealers, area sales managers, and Ford/Lincoln management before making corrections.
Act as second‑level support for customer issues.
Attend meetings with the business owner to understand changes needed to service plan designs.
Assist in writing test plans, execute testing, and track test defects.
Research and recommend system‑related concerns.
Understand new business functionality for the USA and Canada and ensure these changes are communicated as needed.
Document changes to business requirements and the system.
Work with ESP Liaison II on exceptions and special requests from the business owner.
Make recommendations for process improvements.
Complete additional tasks and projects as assigned.
What You Bring to the Role
Education
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.
Experience
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 of experience interfacing with system developers.
1 year of experience writing detailed business/system requirements.
1 year of experience developing system test cases and executing user acceptance testing.
Experience writing functional system requirements is preferred.
Skills
Ability to understand and represent the business needs to information services and vice versa.
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.
What You Can Expect
Pay is $16.90 per hour.
Health/Dental/Vision/Life Insurance.
Flexible Spending Account (FSA) and Health Savings Account (HSA).
401(k) with company match.
Vacation/Sick Time and Paid Holidays.
Tuition Reimbursement.
Employee Assistance Program.
Employee Discount Program.
Training and Development Programs (Percepta College).
Employee Rewards Program (Perci Perks).
Percepta is an Equal Opportunity Employer.
#J-18808-Ljbffr