ESP Systems Liaison: Requirements, Testing & Solutions

TeleTech Holdings, Inc.; Dearborn, Northern (MI, KY); Hybrid; USD 52,349,000 - 71,635,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k)

Job summary

Percepta is seeking an Extended Service Plan (ESP) System Liaison to translate Ford/Lincoln business requirements into system specifications and annual revisions of extended service plans. You will interface with dealers, area managers, and Ford IT to ensure accurate requirements, develop test plans, and resolve system issues across USA/Canada.

The role requires strong analytical skills, experience writing detailed requirements, and the ability to work with developers while maintaining

Qualifications

• Associate’s Degree in Information Systems or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job
• 3 years in a position using critical thinking or analytical skills
• 3 years demonstrated experience working Interfacing with system developers
• 3 years demonstrated experience writing detailed business/system requirements
• 3 years experience developing system test cases and executing user acceptance testing
• Experience writing functional system requirements is preferred

Responsibilities

• Meet with the business owner to understand changes needed to service plan designs; write detailed system specifications
• Write test plans and execute testing, track test defects and manage them through to resolution
• Research and resolve system related concerns
• Implement new business functionality for the USA and Canada; develop plan types; change vehicle category assignments; maintain system documentation
• Document changes to business requirements and the system
• Maintain system functionality for all assigned programs
• Resolve ESP contract registration issues for dealers, area sales managers, Ford/Lincoln management and vendors via Ford mainframe database
• Handle exceptions and special requests from the business owner
• Train and mentor System Liaison I co-workers
• Identify process improvements and best practices
• Complete additional tasks and projects as assigned

Skills

Business analysis

Excel skills

Communication skills

Multitasking

Time management

Team collaboration

Detail oriented

Troubleshooting

Root cause analysis

Education

Associate degree in Information Systems

Job description

Percepta is seeking an Extended Service Plan (ESP) System Liaison to translate Ford/Lincoln business requirements into system specifications and annual revisions of extended service plans. You will interface with dealers, area managers, and Ford IT to ensure accurate requirements, develop test plans, and resolve system issues across USA/Canada.

The role requires strong analytical skills, experience writing detailed requirements, and the ability to work with developers while maintaining