Front Line Service Analyst

About us

Responsibilities

Daily Responsibilities

• Point of Contact: Serve as the main point of contact for IBM regarding system inquiries between CPPS and SeLECT.
• System Validations: Conduct daily system validations to ensure no abnormalities and that the system/integration with CPPS operates under healthy conditions.
• Account Management: Handle password resets, account unlocks, new user setups, extensions, deletions, and validations in various IBM systems (HPS, CPPS IMS, TSO, IDDE, etc.), SeLECT, WMOS, SDVT, Centiro, MySupplyChain Track&Trace.
• Master Data Management: Manage address maintenance processes, CCQ, CST, and regular Part Master File maintenance with IBM.
• Out of Line Validation: Perform OoL validation and shipment corrections.
• Operational Troubleshooting: Address shipment and system corrections, including opening tickets.
• Operational Support: Answer operational questions, refer to existing work instructions, and advise on processes.
• Issue Troubleshooting: Handle long-term known issues, such as DHL LINK CC errors.
• IT Requests: Troubleshoot IT-specific requests, mostly end user-related.
• Inventory Reconciliation: Align with inventory teams to ensure reconciliation is on track for all countries, addressing inventory corrections from operations that impact IBM.

Requirements