WPP Looking for Help Desk Lead at Chennai, Tamil Nadu, India Full Time

About WPP :-

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 109,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.

We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities.

WPP IT provides IT services for WPP, the world’s largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world’s most creative brands.

Job title: Maconomy Finance/ERP Finance Modules Help Desk Lead

Location: Chennai

Experience: 10 years-14 years (ERP Finance process)

• Strong analytical and organisational skills
• Strong communication and influencing skills to create relationships at executive level across the business.
• 5+ years’ experience of Defect/Ticket Management
• Strong finance process and stakeholder management experience
• Technical experience of Maconomy/other ERP systems
• Strong reporting and presentation skills
• Documentation and training materials creation and maintenance
• Ability to support multiple activities at one time and prioritize tasks
• Business advocate to drive efficiencies, stabilization and continuous improvement
• Can articulate analysis and designs in various formats
• Confident managing complex requests including creating small project plans and managing delivery to the plan
• Working knowledge of incident management tools such as ServiceNow and Jira ServiceDesk
• Highly motivated, flexible team player and manager with the ability to deliver in a timely and professional manner.
• Can articulate and present affectively
• Experience of working in a support team with outsourced support and working to service level agreements
• Experience following support processes such as ITIL
• Strong understanding of Finance processes, strategy and what success looks like

Qualifications:-

• IT / Finance / Business Degree or similar
• Experience in an IT department or large organization advantageous
• Keen interest in IT and technology trends
• Finance process experience with exposure to working on a global ERP implementation.

Key Responsibilities

• Resolution of incidents and defects to the satisfaction of business partners and within our agreed Service Levels and Metrics
• Develop enhancements to the Maconomy Core platform that meet business requirements while maintaining global ways of working and standards
• Jira management for support tickets, processes and reports
• Assist Regional Support Leads with reporting and escalations
• Guide support team in best practice for Maconomy support
• Ensure that the support team is providing viable solutions that are clearly presented to the SSC for approval
• Create excellent working relationships with all parties with key local users and business partners to become their trusted partner for Maconomy support and escalation
• Work closely with the Core team and clients to understand the product templates and assist with providing relevant build information to Deltek and other third-party suppliers
• Maintain clear and concise documentation
• Deploy config & Print Layout updates to all Environments
• Working alongside the governance team and user forums in live countries
• Monitor quality of support team and continue to deliver improvements
• Build strong relationship with Shared Services leadership and make sure the support team and SSC teams are aligned
• Manage outsourced supplier to assist in maximizing quality and value from our 3rd parties
• Deputize for the BAU Delivery Manager as required
• Run / over see Monthly MSR calls
• Be able to accommodate different time zones and working hours at key project milestones.

Behaviours

• Be a strategic thinker
• Have strong analytical qualities
• Ability to communicate, motivate and influence at all levels.
• Ability to challenge and clarify understanding of issues and solve complex problems.
• Communicate across all levels of the business
• Remain calm under pressure from end users and provide clear communication during major incidents
• Ability to manage own priorities and work load to meet required levels of support and deliverables
• Confident making decisions and providing leadership to the support team
• Be a team player