Contractor-Nonbillable
- Key responsibilities include managing order workflows, maintaining data integrity across multiple systems, leading process improvement initiatives, and mentoring team members. The ideal candidate has strong stakeholder management skills, excels under pressure, and brings deep experience in navigating technical systems and global operations.
Job Specifications:
- Required Education: Higher education diploma/secondary education
Professional Competencies
** Skills & Experience**
- At least 5 years of experience in sales support, operations, or a similar role.
- Experience using business tools and systems (Microsoft Excel, Oracle Fusion, CRM systems, etc.).
- Comfortable working with data, processes, and multiple requests at once.
- Able to understand and follow complex procedures.
- Fluent in English (spoken and written).
- Strong attention to detail and focus on doing things the right way.
- Excellent communication and coordination skills.
- Good at solving problems and making decisions under pressure.
- Team player who can also work independently.
- Eager to learn, improve processes, and grow professionally.
- Open to change and able to adapt quickly when priorities shift.
- Fast learner.
Languages
Personal Qualities
Responsibilities
Request Handling & Processing
- Manage end-to-end request processing in line with documented procedures.
- Ensure timely acknowledgment, response, and updates across all relevant systems (e.g., MyHelp, Fusion).
- Maintain accurate and synchronized data in all tools and applications.
Communication & Collaboration
- Act as main point of contact for complex or non-standard requests.
- Coordinate with cross-functional teams (sales, pre-sales, delivery, finance, approvers) to define scope and resolve issues.
- Keep stakeholders informed of request status and changes; ensure clear communication across shifts and during absences.
System & Process Expertise
- Utilize Oracle systems (Fusion, MyHelp, GAM, etc.) effectively to manage and close requests.
- Continuously learn and apply evolving internal processes, tools, and product knowledge.
- Follow documentation best practices, always using the latest approved materials.
Compliance & Quality Assurance
- Ensure compliance with SLAs, internal policies, and escalation protocols.
- Validate data accuracy in reports and systems.
- Identify and flag risks or issues early; escalate when necessary.
Support & Team Leadership
- Provide support and guidance to team members, especially on complex or non-standard cases.
- Share knowledge and contribute to process improvements and best practices.
- Participate in meetings, calls, and training as required.
Project & Initiative Management
- Lead or support projects requiring both technical and business knowledge.
- Adapt to business needs and take on additional responsibilities as assigned.
Career Level - N/A