This role involves partnering with a client’s IT team to resolve IT tickets related to the Dealership Management System (DMS). The position requires troubleshooting and resolving system-related issues, adhering to IT service management best practices, and optimizing for performance metrics. Effective communication with the client, following established procedures, and identifying opportunities for process improvement are key responsibilities.
Skills:
Strong understanding of business systems environments, with prior experience working on ticket-based IT systems.
Proven ability to troubleshoot and resolve system-related issues with a methodical approach.
Familiarity with Dealership Management Systems (DMS) or similar ERP platforms.
ITIL certification or equivalent knowledge of IT Service Management frameworks.
Experience with remote collaboration tools and ticket management systems (e.g., ServiceNow, Zendesk, Jira).
Key responsibilities:
Partner with the client’s IT team to resolve specific IT tickets related to the Dealership Management System (DMS).
Follow established procedures and runbooks for ticket resolution, adhering to agreed service levels.
Ensure timely resolution of tickets, optimizing for performance metrics such as resolution time and volume.
Communicate effectively with the client to provide status updates and ensure satisfaction.
Identify potential areas of process improvement and collaborate with the team to implement enhancements.
Business systems environments, Ticket-based IT systems, Troubleshooting, Dealership Management Systems (DMS), ERP platforms, ITIL, IT Service Management, ServiceNow, Zendesk, Jira.