Team Lead RCM

3 days ago

India IHG Full time ₹ 80,00,000 - ₹ 1,20,00,000 per year
Description

Role Purpose

Provide complete end-user support for the Global Finance BI & EPM eco system

Key Accountabilities

  • Responsible for Co-ordination and resolution of INC & RITM tickets and emails whilst providing customers with regular updates
  • Raise tickets for all email enquiries to the and Raise awareness with COE and wider business of the Support processes
  • Drive relevant enhancements to Service now system
  • Update support tickets, communicating process stages to the customer
  • Ensure the resolution of support tickets in a timely manner
  • Responsible for providing the approval for security administration associated with delivering the Global Finance BI & Information Delivery strategy, including setting up new end-users security access, modifying existing security access and timely termination of end user access
  • Ensure security access requests follow internal and external compliance requirements
  • Play an active role with the customer support manager to offer proactive support by way of meetings/workshops whilst being key contact for India based colleagues
  • Build working relationships with users of Essbase and OBI within the global finance community
  • Key Contact for India Stakeholders & Colleagues Including the BSC
  • Provide customer support reporting and statistics as required
  • Proactive improvements to existing and new processes

Key Skills & Experiences

  • Good knowledge and demonstrated experience with Oracle BI & EPM reporting tools
  • Demonstrated experience of working in a process driven, control environment with good attention to detail
  • Effective verbal and written communication skills for the purpose of providing and explaining information to business partners, key stakeholders, and Global Technology teams
  • Experience working with cross-functional teams in multiple locations, driving system or cultural change, and challenging & communicating with business stakeholders
  • Good understanding of IHG's global systems both Finance & non Finance
  • Service Now System experience

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