*Greetings from **Diverse Lynx, LLC* *Any interest in following position.* *Title* : Business System Analyst *Location :* Lake Forest*,IL* * Duration* : 12 months *Total experience in required skill (years) : *5 (atleast 3 Years in Customer service role) *Mandatory Technical / Functional Skills* • Deep knowledge and experience working with incident and Problem Management process • Knowledge and experience of IT Service Management best practices and/or ITIL frame works • Solid understanding of JAVA, XML, ETL, SQL and web service skills. • Understanding of IBM Master Date Management (MDM – matching engine). • Strong problem solving skills with a minimum of 2 – 3 years in a customer service role • Familiarity with security roles and LDAP. • Ability to Provide clear concise communication with tier 1 and tier 3 support teams. • Expertise to review, trouble shoot, research, resolve or escalate complex incidents/requests on a wide range of applications and infrastructure. • Ability to develop and maintain technical knowledge base articles and business process documents used by the Support team • Ability to identify and implement process changes to improve overall customer satisfaction and customer service experience. • Expereince working in Agile methodologies *Roles and responsibility* • Defines solutions (requirements, designs, services, recommendations) to business/systems problems and owns the integrity of the solution through customer acceptance and final disposition of solution. • Responsible for the development, maintenance, management, and delivery of technical information or documentation to the appropriate audiences in the appropriate Grainger standard formats. • Proactively collaborates with Tier 3 support teams (IT Engineers/Administrators and SAP Business Systems Analysts) to manage escalated Incidents/Problems related to company-wide system outages/events and ensures all tasks related to Incident Management are performed in a timely manner. • Identify and implement process changes to improve overall customer satisfaction and customer service experience. • Acts as a liaison between the external/internal end user, Tier 1 support team and Tier 3 support teams and knowledge articles prior to accepting support for any new or updated technology or processes. Maintains knowledgebase with updated knowledge articles and processes. • Mentors Tier 1 Support team by performing quality assurance tasks such as conducting audits and providing feedback to ensure high quality of service is delivered to the customer. *Desirable Technical / Functional Skills* • Experience with SAP, PI, hybris, Pitney Bowes Spectrum and WebMethods Enterprise Service Bus a plus. • Collaborates cross functionally with all levels in departments (Infrastructure and SAP development teams) to transition work, escalate and resolve issues • Team player with peers and Tier 1 Support team. • Collaborates cross functionally with all levels in departments (Infrastructure and SAP development teams) to transition work, escalate and resolve issues • Exposure to Customer Master Tools like – SAP ECC, SAP CRM, Pitney Bowes Spectrum (Address Validation), Purisma (CDI Hub), IBM Infosphere Information Services (IIS – ETL and data profiling tool), and IBM Business Process Management (BPM – workflow tool). *Thanks & Regards* *Tabish Abdin* Diverse Lynx* | *www.diverselynx.com* |* 300 Alexander Park, Suite 200 Princeton, NJ 08540 Phone: 732-452-1006 Ext 298 | *tabish.ab...@diverselynx.com <tabish.ab...@diverselynx.com>* For our open jobs please visit Diverselynx Jobs <http://jobs.diverselynx.com/candidates/myjobs/searchjobsdone.jsp?a=9xjdnw687b7a7nvvdyut936kpjlgy0023blrozaecads0pdnwppcswnaaku8ji2g> -- *Please send me the resume at tabish.ab...@diverselynx.com <tabish.ab...@diverselynx.com> * -- You received this message because you are subscribed to the Google Groups "REQSRESUMES" group. To unsubscribe from this group and stop receiving emails from it, send an email to reqsresumes+unsubscr...@googlegroups.com. To post to this group, send email to firstname.lastname@example.org. Visit this group at http://groups.google.com/group/reqsresumes. For more options, visit https://groups.google.com/d/optout.