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Job Description
- Req#: REF200622V
- Manage the QUEUE of the area, escalations, control of reports, and quarterly reports, and solve SAP/Altair requests and incidents specifically special and high priority tickets received through Service Now for Americas, EMEA, and APAC and other users (Agencies and Resources). With a high quality customer service.
- Queue management through ticket assignment, maintain an equal distribution of the tickets to the team, and ensure the accomplished of SLAs.
- Escalation management. Handle all specific escalations from agencies Globally.
- Handle Non-standard escalation tickets. Related to Altair responsibilities.
- Provide proper maintenance to the User access Coordinators reports from Agencies.
- Provide proper support to questions from agencies regarding any specific report.
- Responsible for any training necessity related to new hires or agency related necessity.
- Responsible of working on special tickets related to agencies set up, and high priority tickets and any other tickets and time and expenses issues timely and with quality.
- Ensure the quality of the process by quantifying issues and reporting to manager by handling the escalation log.
- Participate in team performance reviews related to SLAs and ticket management.
- Perform any other tasks, duties, or services requested by his/her immediate superior.
- Provide monthly reporting to the agencies such comply with Corporate Policies and Business categories.
- Report of intercompany cashless settlement.
- Sap integration area
- Solution Center
- User management India
- ALTAIR ACCESS Manager peers in LIC & Paris
- North America Agencies
- And any Global Agency
- Global external users
- Agencies, IMAC/IDP Advisors
- Intermediate studies in Business Administration, accounting, computer science, or other related career.
- English Intermediate/advance
- Basic - Intermediate Excell skills (vlookup and pivots)
- SAP is a plus
- KPI mindset and analytical abilities
- Fast learning skills
- Analytical thinking and skills
- Customer service skills
- Focus and task oriented
- Able to work under pressure
- Attention to details
- Proactive Results oriented
- Team work promoter and player
- Control and follow-up skills
Company Description
Re:Sources is the backbone of Publicis Groupe, the world's third largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to more than 4,000 people serving a global network of prestigious advertising, public relations, media, health and marketing agencies. digital. We offer technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients. . In addition to providing essential, everyday services to our agencies, Re:Sources develops and deploys platforms, applications, and tools to improve productivity, foster collaboration, and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive in a spirit of innovation that is felt around the world. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients.
Job Description
Objective
Responsibilities
Internal Interactions
External Interactions
Qualifications
Work Experience
At least 1 year of experience in similar positions
Areas of Skill and Knowledge
Area
Requirement
Technical skills
Soft skills
Additional Information
About the company
Publicis Groupe is the third largest communications group in the world, a leader in marketing, communication and digital business transformation. As a platform at the intersection of marketing and digital business transformation, driven through the alchemy of creativity and technology, Publicis Groupe is built on The Power of One.
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