SAP Isu Billing Consultant

2 weeks ago

Toronto, Canada Atlantis IT group Full time

SAP ISU Billing Consultant - French & English

TORONTO

Role Description:
Provide Level 1 support for all in scope services.
Fluent in French and English
Act as a **single point of contact (SPOC)** for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
Develop, establish and maintain call prioritization guidelines and escalation procedures.
Provide a system's status recording with status information such as known Major Incidents and estimated recovery time.
ServiceNow Queue Management - Incident, Service Request, Problem & Change
- Ensure all the specified SLAs are met in accordance with the customer agreement.

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