What you’ll be doing...

This position is for the Verizon Finance Systems Group in support of the Enterprise Resource Planning (ERP) help desk. Your main focus will be to receive and log service-related incidents and requests from customers, resolving issues at the first line where possible. Monitoring incident and request progress through to resolution in line with service level agreements (SLAs) is critical, as is identifying trends and potential process improvements using insights gained from incoming and recurring issues/questions. Working on the front line of the internal ERP Support team, this role provides an excellent opportunity for you to develop your technical and customer service skills.

Key Responsibilities:

  • Provide front line Application and ERP support to all Verizon end users in line with predefined service level agreements.
  • Respond to support requests via phone, email, and/or live chat communication channels and monitor the overall management of an incident or request through to completion.
  • Prioritize, escalate, and route incidents appropriately to other teams within the business.
  • Actively identify and communicate potential service improvement opportunities.
  • Develop technical resources that help strengthen the organization’s self-service offering.
  • Identify opportunities for end user training and support user training during system implementations, upgrades, & enhancements.
  • Make strategic recommendations based on analysis and knowledge of system capabilities and end to end impacts on customers and technologies.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.
  • Willingness to travel.

Even better if you have:

  • Bachelor’s degree in MIS, IT, Accounting, Finance or related discipline.
  • Experience with ERP applications such as SAP, NetWeaver, and/or PeopleSoft.
  • Experience working with an IT service management solution like ServiceNow, BMC Remedy.
  • Experience supporting users over phone, live chat, and/or email.
  • Strong interpersonal skills with customer-based focus.
  • Excellent problem-solving and analytical skills.
  • Knowledge of Microsoft Office applications, especially Excel. Knowledge with Google Suite of productivity tools.
  • Experience with ERP applications or processing financial data, including interface management experience and working knowledge of data warehousing, data transformation, or IT production support.
  • Experience with financial systems, procedures and verification, and knowledge of financial statements such as expense reports, purchase orders.
  • Knowledge of the ITIL framework and practices and/or be ITIL-qualified.
  • Ability to complete tasks independently and make decisions and recommendations to management to support continuous process improvement.
  • Experience with emerging technologies such as robotic process automation (RPA), Chatbots, AI/ML and ability to apply experience to potential process improvements.
  • Positive, customer-centric attitude.
  • Ability to work in an often fast-paced environment, adhering to expected SLAs.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.