北京招聘

Objective of job
Support the Dealer Management system to facilitate MBCL dealer standard business processes and transactions in the area of After Sales in 2nd Level Support, within the corporate directives and ITM strategies.

Task designation
1 Incident- & Problem Management
Communicate with system users, understand the business processes, collect sufficient information, resolution of incidents within the defined service level, identify and analyze root cause of problems, monitor and escalate issue status with 3rd level support, feedback and follow up results with users, take over emergency hotline (rotating within the team) in non service hours
2 System Testing
Test preparation and coordination with respective units, testing of issue solution, documentation of testing results.
Testing of functionality enhancements
3 Change Management
Plan and verify change implementation, implement changes to the environment in the area of After Sales and cross functions
4 Documentation and Training
Document and regular update standard operations procedures, train service desk (1st Level) colleagues

Qualification required
O Education
- University degree in business management, computer science or equivalent
O Experience
- At least 2-3 years in ERP system support/rollout in multi-national company, preferably in the area of After Sales (service & parts)
- Experience in supporting large scale IT business systems
- Experience in working with Automotive industry is an advantage
O Specific Knowledge
- Understanding of After Sales business processes and supporting IT systems
- Strong analytical and problem-solving skills in root cause analysis and developing solutions
- Familiar with IT processes, like Incident-, Problem- and Change Management
- Understanding of system development cycle and database logic in ERP systems
- Knowledge in general IT infrastructure and systems
- Knowledge of service & parts module of Autoline DMS system is an advantage
- Basic project management skills and experience
- Good customer service and interpersonal communication skills
- Excellent command of spoken and written Chinese and English

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