Position Summary
The role of the Sr. SupportEngineer, PeopleSoft is to provide exceptional remote-based support for mission-critical PeopleSoft applications as part of our global customer support team. The position carries the responsibility for researching, troubleshooting, and supporting multiplePeopleSoft modules for our global clients. A qualified candidate will have the expertise and skills to diagnose serious or complex issues in integrated and highly-configured environments.
Essential Duties & Responsibilities
- Solve complex customer issues using methodical troubleshooting based on expert knowledge ofPeopleSoft applications functionality andtechnology.
- Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high-qualitycustomer experience
- Provide remote-based functional support and training for multiplePeopleSoft modules.
- Support client customizations, sharing implementation and bestpractices advice.
- Develop application break fixes for critical product defects.
- Create scripts to identify, analyze and correct data issues.
- Manage one or more key assigned accounts as a technical/functionaladviser.
- Provide hands-on assistance using proprietary tools in a testenvironment or via remote client connectivity.
- Be a pro-active contributor to a support organisation which isrunning 24x7x365, this will require the ability to work flexible hours,including evenings, weekends and holidays and monitoring email regularlyoutside standard business hours
- Collaborate with team members in a virtual team environment toextend field experience to different client situations.
- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.
Additional Duties & Responsibilities
- Other job-related duties and responsibilities may be assigned from time to time
Education
- Bachelor Degree in Computer Science or related field or equivalent experience
Experience
- 10+ years relevant PeopleSoft experience particularly with troubleshooting Live Payroll (North American or Global Payroll), Absence Management, HCM modules or Enterprise Learning Management instances.
- Some knowledge of PeopleSoft FSCM, Campus Solutions, or CRM would be advantageous.
- Experience with PeopleSoft Application version 8.x through to the most current version.
- Experience with PeopleSoft PeopleTools version 8.x through to the most current version.
- Experience with SQR, Application Engines, Integration Broker, PeopleCode/Application Packages, COBOL, Component Interface, SQL and troubleshooting issues related to these products.
- Ability to generate, retrieve and analyze functional and technical errors (i.e., SQL, PeopleCode, Application Engine, COBOL).
- Experience with supporting multiple clients in a remote environment.
- Demonstrable history solving complex problems across multiple modules.
- Excellent client facing Communication skills and experience of communicating with different levels of the business from end users and managers through to technical staff.
- A consulting background, while not mandatory, would be useful
- Experience with localisations and global implementations would be an advantage
Skills
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
- Strong knowledge of key application functionality, tables and relationships
- Ability to troubleshoot PeopleSoft functionality in a production environment.
- Strong knowledge of PeopleSoft application module functionality.
- Experience with supporting clients in a remote environment.
- Deep knowledge of PeopleSoft customisation/extension methodologies.
- Excellent interpersonal, presentation and communication skills verbal & written.
- Attention to detail and the ability to learn quickly.
- Extreme focus on Client satisfaction.
- Demonstrated ability to work independently and as part of a team.
- Ability to work calmly and professionally in high pressure situations