Super User Network Team Support SpecialistThis resource will be working in the Super User Network (SUN) Team providing first contact support to Nestlé Purina end-users for Plant Maintenance and Capital Project Systems process questions, requests, and support issues, including but not limited to:Provide a high level of customer service by providing prompt support via telephone, email, and or instant messaging. Ensures optimal performance and usability for the various systems users and provides root cause analysis with recommendations for improvements.Research and resolve problems, and when necessary work with appropriate technical teams for further assistance. Requests could include: how to's, tactical workflow changes, one-on-one ("ad-hoc") training, requests for analysis from functional managers.Communicate effectively to end-users and business partners to inform them of problems, solutions, application outages, monthly and year-end reminders, etc.Proactively identify business process issues manifested in application data.Function as the business user representative: answer end user questions, research and resolve problems, and work with appropriate technical resources, if necessary.
Analyze data to identify problems or recommend preventive action, and research/troubleshoot problems to determine root cause. Must have the ability to walk end-users through resolution for problems over the phone, via e-mail and in person. Provide a solution to users along with proper documentation to serve as a training tool for future issues (create documentation when does not exist).
Deliver training and participate in testing activities as a member of the NPPC Super User Network. Assist with projects, testing and provide business process understanding as needed. Must be able to proactively collaborate with various business areas that impact functional area-related activities.Provide on-call 24/7 coverage on a rotating basis with teammates (evenings, weekends, and holidays).Experience Required:Minimum 3+ years of experience with in-depth functional knowledge of the data, roles, and transactions within the Plant Maintenance and Capital Project Systems area including: Functional Locations, Build of Materials (BOMs), Measurement Points, Work Centers, Maintenance Plans, Tasks Lists, Notifications, Work Orders, Materials, Capacity Leveling, Maintenance Scheduling, Operations and Component Planning, Purchase Requisitions, Work Order Reporting, and Purchase Orders to support Maintenance, Repairs & Operations (MRO).
Proactively identify/resolve issues that cross functional teams.Experience working with key measurements used to evaluate production efficiency.Familiarity with interfaces and messaging between various systems, message types (BAPI, IDOC), batch jobs, process chains, and how to effectively troubleshoot failed messages.