Customer Support à United States

Contract role 6+ Months - Inside IR35

Job Location: London

Hybrid: 3-4 days onsite per week

Role Purpose

The purpose of the role is to liaise and bridge the gap between the customer and Wipro delivery team to comprehend and analyze customer requirements, articulating them aptly to delivery teams, thereby ensuring the right solutions for the customer.

Job Description

1. Min 4-5 end-to-end implementations of BY WMS or extensive warehouse management support
2. Strong in managing customer expectations, stakeholder management, regular reviews, and customer management
3. Focus on delivery-led growth leading to increased revenue generation
4. Contribute to RFP responses, customer presentations, and project estimations
5. Strong knowledge of SCM Planning concepts, practices, and procedures
6. Expert in customization of WMS models, conversant with MOCA, custom operation plan release mechanism in warehouse planning
7. Functional & Technical hands-on experience in BY WMS
8. Build custom functionalities in BY WMS
9. Hands-on experience in BY integration, batch processes, Solution Architecture
10. Hands-on experience in MOCA, Oracle PL/SQL components, and fine-tuning SQL processes
11. Familiarity with agile principles and project management
12. Ability to produce quality deliverables with minimal supervision and direction
13. Hands-on experience in handling business requirements in JIRA and similar tools
14. Ability to conduct Business End User Training and groom internal talent pool
15. Ability to demonstrate a high level of responsiveness and a sense of urgency
16. Process-oriented with the ability to problem-solve and think outside the box
17. Experience in independently managing presentations to Customers and Stakeholders

2. Engage with the delivery team to ensure the right solution is proposed to the customer

a. Periodic cadence with the delivery team to:

1. Provide them with customer feedback/inputs on the proposed solution
2. Review the test cases to check 100% coverage of customer requirements
3. Conduct root cause analysis to understand the proposed solution/demo/prototype before sharing it with the customer
4. Deploy and facilitate new change requests to cater to customer needs and requirements
5. Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
6. Conduct Integration Testing and User Acceptance demo testing to validate implemented solutions and ensure 100% success rate
7. Use data modeling practices to analyze the findings and design, develop improvements and changes
8. Ensure 100% utilization by studying systems capabilities and understanding business specifications
9. Stitch the entire response/solution proposed to the RFP/RFI before it is presented to the customer

b. Support Project Manager/Delivery Team in delivering the solution to the customer

1. Define and plan project milestones, phases, and different elements involved in the project along with the principal consultant
2. Drive and challenge the presumptions of delivery teams on how they will successfully execute their plans
3. Ensure Customer Satisfaction through quality deliverables on time

3. Build domain expertise and contribute to the knowledge repository

1. Engage and interact with other BAs to share expertise and increase domain knowledge across the vertical
2. Write whitepapers/research papers, points of view, and share with the consulting community at large
3. Identify and create use cases for different projects/accounts that can be brought to Wipro level for business enhancements
4. Conduct market research for content and development to provide the latest inputs into the projects thereby ensuring customer delight