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Support Team Leader for the BeNeLux Team

Redfaire is recruiting a Senior Distribution Consultant

Redfaire is a fast-growing, international technology company headquartered in Limerick City. Redfaire implements, optimises and supports users of Oracle ERP.  Our goal is to transform the way our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce overall costs.

We are problem solvers and trusted advisors and are committed to developing long-term, mutually beneficial partnerships with our customers. Our customers work in many industries and range from, large-scale multinationals to ambitious SMBs. What our customers have in common is the strategic use of technology to build a sustainable competitive advantage.
 

Description 

The BeNeLux Support Team Leader will be responsible for leading a team of consultants, supporting and maintaining JD Edwards EnterpriseOne systems for our BeNeLux customer base, liaising with a third party as well as internal resources to ensure optimum application performance is achieved & proposing added-value solutions.


Responsibilities: 

Key responsibilities include: 

  • Provide second line support for our customers and ensure service level agreements with customers are met.
  • Create functional solutions based on defined business requirements.
  • Report software bugs to 3rd party software provider on behalf of the customer.
  • Liaise with internal applications team/external suppliers to ensure application fixes and changes meet the business requirements and are delivered on time.
  • Provide problem management to proactively reduce the frequency or impact of incidents on the customers’ business. 
  • Mentor & support functional consultants with technical questions and issues.
  • Demonstrate senior level business acumen.
  • Initiate and manage effective relationships between Global Support teams and with the Redfaire group.
  • Develop or help develop and deliver end-user training as required.
  • Ensure that application issues reported are being dealt with in a timely manner according to prioritisation and communicate effectively on the status of issues being dealt with.
  • Provide an account manager role to our customers and attend service review meetings as and when required.
  • Identify training opportunities for customers based on root cause analysis or identification of recurring issues.
  • Provide problem management to proactively reduce the frequency or impact of incidents on the customers’ business. 
  • Manage the handover of new areas of functionality to the support team.
  • Participate in career reviews including the setting of objectives and management of training objectives.
  • Develop new or amend processes to meet specific customer, supplier or internal user requirements in conjunction with using internally approved IT process change request procedures.


Qualifications

  • Minimum 5 years Oracle JD Edwards E1 experience in a support or implementation role.
  • Educated to degree level (BSc, BA).
  • Experience of all JD Edwards versions up to and including EnterpriseOne 9.2.
  • Highly driven and self-motivated to work as required, with a hands-on approach to ensure the deliverables are produced on time with high quality.
  • Ability to work on multiple tasks simultaneously. 
  • Knowledge of IT Service Management and ITIL desirable but not essential.
  • Excellent written and verbal communication skills.
  • Ability to use SQL database for analysis and design functional specification of applications.
  • Strong problem solving and analytical skills.
  • Highly driven and self-motivated to work as required, with a hands-on approach to ensure the deliverables are produced on time with high quality.
  • Highly proficient in Microsoft Office Suite (Word, PowerPoint, Excel, Visio).
  • Ability to co-ordinate with multiple technical teams, business users and management.

Details

Principally home-based, ideally in UK, Netherlands or office-based from our Shared Service Centre in Limerick, Ireland. The role will require occasional travel within the UK & EMEA region.

How to Apply

Please send your CV to careers@redfaire.com

Next Steps
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