<p>Introduction</p> <p>NR</p> <p>In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.</p> <p>Your role and responsibilities</p> <p>UK Future Now is an innovative and exciting part of IBM. A fast-paced and dynamic business built to deliver high-value technical services to world renowned clients. All of our employees work in a consultancy environment on a variety of exciting projects across a range of sectors. Every project has its own unique working environment - this enables our employees to build their experience, skillset and network.</p> <p>Are you ready to lead in this new era of technology and solve some of the world's most challenging problems?</p> <p>Responsible for ensuring that the customers Oracle ERP and HCM modules are supported maintained and developed as part of IBM's managed service, via ticket management. You will deliver high levels of customer service and satisfaction to end users and professional users.</p> <p>You will be a key contact for the customer to log and triage incidents, requests for fulfilment, events, problems, and change. You will capture and log key information, manage the initial assessment of the incident and where appropriate the resolution of the matter. The key objective of this role is to work towards closure for all cases as rapidly as possible.</p> <p>All training will be provided on Oracle Systems and Service Procedures.</p> <p>In addition to the above overall responsibilities, you will:</p> <ul> <li>Build relationships across the customers business </li><li>Answer and respond to customer calls, emails and cases </li><li>Communicate clearly with clients in assessing their case </li><li>Support the customer through troubleshooting and knowledgebase procedures </li><li>Resolve cases </li><li>Continually review case queues, SLAs and responses to ensure we are providing the highest levels of customer service </li><li>Provide MI to both external and internal customers </li><li>Continual learning and development; working with your line manager to ensure an appropriate and timely training plan is agreed, in place and being worked to </li><li>Report on customer SLAs. </li><li>Attend both internal and external meetings, and follow up on agreed actions in a timely manner </li></ul> <p>Required education</p> <p>None</p> <p>Preferred education</p> <p>Bachelor's Degree</p> <p>Required technical and professional expertise</p> <ul> <li>Please note that this role is a fully on-site position in London, Manchester or Cheltenham and NOT a Hybrid/Home-Working role </li><li>Excellent written and verbal communication skills </li><li>Ability to build rapport </li><li>Outstanding listening and questioning skills </li><li>Strong research and problem-solving skills </li><li>Excellent customer service skills </li><li>Strong attention to detail </li><li>Ability to document and absorb information quickly </li><li>Strong prioritisation skills </li><li>Ability to perform tasks under pressure </li></ul> <p>This role is subject to pre-employment screening in line with the UK Government's Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply, this could include meeting the eligibility requirements for The Security Check (eSC) or Developed Vetting (eDV).</p> <p>Preferred technical and professional experience</p> <p>NR</p> <p>ABOUT BUSINESS UNIT</p> <p>IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.</p> <p>YOUR LIFE @ IBM</p> <p>In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.</p> <p>Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.</p> <p>Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.</p> <p>Are you ready to be an IBMer?</p> <p>ABOUT IBM</p> <p>IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.</p> <p>Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.</p> <p>At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.</p> <p>IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.</p> <p>OTHER RELEVANT JOB DETAILS</p> <p>IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.</p>