Senior BRM/OSM Consultant

Xideral; Ciudad de México; A distancia; EUR 40,000 - 70,000; Jornada completa

Descripción de la vacante

A leading IT company is seeking a Senior Oracle BRM-OSM Operations Consultant for a 6-month project in Mexico City. The ideal candidate will possess extensive experience in Oracle BRM operations and OSM, coupled with strong problem-solving and communication skills. The role involves managing service desk activities, resolving tickets, and ensuring system health while collaborating with technical teams.

Servicios

Flexible working hours

Access to training and development programs

Formación

• 4+ years of Oracle BRM operations experience.
• 2-4 years of experience on Oracle BRM OSM products.
• Proficient in application and infrastructure troubleshooting.

Responsabilidades

• Resolve tickets, generate reports, manage notifications.
• Analyze tickets, identify trends, and troubleshoot issues.
• Coordinate with colleagues to ensure effective service delivery.

Conocimientos

Problem-solving

Communication

OS Troubleshooting

Descripción del empleo

Oracle BMR-OSM Operations - Senior Consultant

We are seeking aSenior Oracle BRM-OSM Operations Consultant with 4+ years of Oracle BRM operations experience and 2-4 years of Oracle BRM OSM experience. This is a 6-month project with possible extension. Responsibilities include resolving tickets, generating reports, managing notifications, escalating issues, and handling Service Desk activities. Strong problem-solving, communication, and OS troubleshooting skills are essential, with telecom domain knowledge and billing module experience preferred

Functions and responsibilities

• Responsibilities include infrastructure trouble ticket assignment, as well as basic and advanced application and infrastructure troubleshooting, including adherence to SOPs.
• Generate application and infrastructure reports, including capacity, SLA-KPI, and ad-hoc reports.
• Handle and respond toemail and other message notifications, adhering to proper communication protocols.
• Manage issues and escalations from stakeholders, taking necessary actions to resolve tickets or service requests.
• Analyze tickets, identify trends, categorize issues, provide fault analysis, and create, analyze, troubleshoot, and resolve incidents.
• Handle Service Desk related activities and respond to Users.
• Advises on and executes administrative activities aligned with the operations plans to achieve the technology strategy
• Supports the team in taking appropriate actions to maintain system/service health, prevent incidents, and restore service per KPIs
• Coordinates with colleagues to ensure effective delivery of applications, systems, and solutions to end-users, covering incident, problem, change, and release management.
• Analyzes market trends and recommends improvements to IT processes, procedures, and business interfaces, optimizes applications and supports operations for maximum efficiency.
• Executes tasks and activities according to the plan to maximize team effectiveness, and drives end-to-end projects to improve customer and employee satisfaction
• Supports the team in automation and digitization, capacity planning, analyzing, reporting, and investigating service performance metrics.
• Communicates effectively with internal teams and external suppliers to resolve incidents and support team priorities
• Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Requirements

• English Conversational Intermediate (B2)
• Should have min 4 years of experience with Oracle-BRM Operations
• Minimum 2 to 4 Years of experience on Oracle BRM products OSM Order and Service Management.
• Proficient experience in application and infrastructure troubleshooting (basic and advanced, including SOP-based).
• Know manages communication effectively, including email, messaging, and phone calls, ensuring timely responses and superior client experiences.
• Resolves customer issues, including research, problem identification, escalation, and solution offering, using available resources and software.
• Experience managing workload effectively against project plans builds confidence with team and clients through clear communication.
• Research required information using available resources and offer solutions to customers.
• Have the skills to document call information, recognize trends, and complete logs/reports according to standard operating procedures.
• Ability to manage own work against the project plan to ensure a superior client experience
• Technical knowledge in troubleshooting base operating system issues and eager to learn new technologies.
• Troubleshooting, application bug fixing in existing custom build applications for customer
• Route calls and tickets to appropriate resources and decide who can be the best to support the user.

Desirable Functional/Technical Skills:

• Hands-on experience in billing, invoicing, payments, and collections modules.
• Basic understanding of the telecom domain (BSS and/or OSS) in particular the billing module

Soft skills

• Good team player, planning and organization, excellent communication skills.
• Ability to empathize, pacify, and handle irate customers with exceptional communication skills.

Labor Sector: IT

Languages Engish Intermediate (B2)

Modality remote

Work schedule Monday to friday 9am to 6pm

Mandatory and supplementary benefits