Team Lead RCM

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 [email protected] 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