Job Information
Percepta Systems Liaison I in Dearborn, Michigan
Description
Summary
Under the direction of the Extended Service Plan Liaison II and team leader, the Extended Service Plan (ESP) System Liaison I will assist in defining functional extended service system specifications based on business requirements for the product globally. The liaison I will gather business requirements from the business owner (Ford Lincoln) and work with the Liaison II and Ford IT to ensure the requirements are understood. The ESP System Liaison I will assist with the annual revisions to the Ford/Lincoln extended service plans; will research and recommend solutions to service plan system issues. The ESP liaison I will test enhancements and review with the ESP liaison II and team leader before the new plans are implemented. Along with the ESP System Liaison II, the ESP System Liaison I resolves contract registration issues for dealers, area sales managers and, Ford/Lincoln management before making any corrections and will act as second level support for customer issues.
Responsibilities
Attends meetings with the business owner to understand changes needed to service plan designs
Assists in writing test plans, executes testing and track test defects
Research and recommends system related concerns
Responsible for understanding new business functionality for the USA and Canada and ensuring these changes are communicated as needed
Responsible for documenting changes to business requirements and the system
Resolves extended service plan contract registration issue for dealers, area sales managers, Ford/Lincoln management and vendors via the Ford mainframe database
Work with ESP Liaison II on exceptions and special requests from the business owner
Makes recommendations for process improvements
Complete additional tasks and projects as assigned
Education
- Working towards an Associate’s Degree in Information Systems or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job
Experience
Prior experience in business with a good grasp of technology or experience in technology with a good grasp of business
1 year in a position using critical thinking or analytical skills
1 year demonstrated experience working Interfacing with system developers
1 year demonstrated experience writing detailed business/system requirements
1 year experience developing system test cases and executing user acceptance testing
Experience writing functional system requirements is preferred
Skills
Ability to understand and represent the business needs to information services as well as information services to the business
Strong communication skills to effectively communicate with customers, managers, and co-workers
Proven advanced Excel skills
Excellent quantitative, analytical and, troubleshooting skills with a technical mindset
Ability to analyze issues, understand root cause and identify a resolution
Display professionalism and a positive attitude
Outstanding time management and organizational skills
Demonstrated ability to work well with others
Demonstrated ability to multitask, prioritize assignments and work independently
Must be detail oriented
What You Can Expect
Pay of $16.90 per hour
Health/Dental/Vision/Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) with company match
Vacation/Sick Time and Paid Holidays
Tuition Reimbursement
Employee Assistance Program
Employee Discount Program
Training and Development Programs (Percepta College)
Employee Rewards Program (Perci Perks)
A Bit More About Your Role
Hours of operation: 8am-5pm EST, Monday-Friday. MUST be flexible to any 8-hour shift/5 days per week, for 40 hours per week.(REMOTE Setup)
Primary Location: US-MI-Dearborn
Req ID: 03U4J