Production Support Analyst

Kelly Outsourcing & Consulting Group (KellyOCG) is a leading provider of global talent management solutions leading the way especially in Managed Service Provider (MSP) and Recruitment Process Outsourcing (RPO) solutions. We are proud of our reputation for doing things differently – through the services we deliver and the people we attract. Our commitment to our clients is to help them attract incredible talent, just as we want like-minded people who are committed, passionate and just love to deliver amazing results, to be part of our success!

Required Role Responsibilities:

• Perform daily, weekly, monthly or other scheduled events or tasks under little direction related to the support of Kelly VMS Technology Applications.
• Knowledge of Kelly business processes are utilized to determine and meet business and customer needs.
• Understand how changes made to technology can impact current processes.
• Manage the configurations put in place at time of implementations/Go Live of Program in Production.
• Act as Liaison between Kelly Operations and VMS Technology Vendors
•  ndividuals will utilize technical skills, training and business experience in a specific technology to maintain and support the Kelly VMS Supported systems.

Primary daily responsibilities include Case/Request Management:

• Managing cases via queue in Kelly Incident Management Tool (Helix).
• Assessing cases and assigning to peers based on VMS Technology, level of effort required
• Ensuring cases are distributed appropriately across team (load balance)
• Utilize Team Reference Documentation for VMS and Program Specific Requirements (OneNote, Teams Shared Files, etc.)

VMS Tool Specific Responsibilities:

• Monitor and Manage Admin Level Required VMS change requests (New, Modification, Break-Fix, and Enhancement changes) to meet business and customer needs
• This could include various types of requests sent in from the Kelly Operations teams on behalf of customers such as:

Via Beeline Self Service Features:

• User management (adds, deactivation, modify)
• Supplier adds, modify, and deactivation
•  Password resets
• Job template adds/deactivation (job class, rate cards, request types)
•  Locations
•  Add/modify client help menus
• Modify ANTs (notifications)
•  Manage report access/permission
• Modify dashboards
•  Modify reason codes
• Modify banner/logo
•  Various import capability (uploads)
• Various client specific (Manage GL codes, AP codes, natural accounts, etc.)
• Troubleshooting System Issues (previously working – now an issue is experienced)
• Troubleshoot Reporting Functionality Issues
• Once received assessing requests, validating change ask, identifying impact to business, testing, communicating updates with requestor to develop and maintain Kelly specific application reference material.
•  When applicable (outside of Kelly Admin role) submitting cases to vendor

Escalating issues to vendor when necessary 

• Respond to inquiries in timely fashion via Helix Case Management System and/or emails.
•  Ability to explain application functionality and correlating how a process is enabled by technology.
•  Maintain customer and vendor relationships by building professional rapport, follow up consistently, and maintain ongoing contact and communication.
• Coordinate and conduct meetings when applicable should case request require more information or testing.

Desired Skills/Education:

·      2 – 4-year degree, with a preferred major in either Management Information Systems or Business, or equivalent work experience.

·      3 – 5 years’ experience in an IT or business field/ 2+ years of Kelly experience

·      Previous Experience with VMS Technologies such as SAP Fieldglass, Beeline and VNDLY a plus

·      VMS technology certification (Beeline Certification -Level II Required) *

o  Can be obtained via Online Course once hired, if needed

Other:

·      Excellent attention to detail 

·      Strong analytical thinking skills 

·      Ability to problem solve 

·      Effectively follow written and verbal instruction 

·      Strong Business knowledge, including Staffing 

·      Efficient time management skills 

·      Strong communication skills including verbal, written and listening

·       Ability to prioritize and effectively handle multiple tasks 

·      Demonstrate initiative and self-motivation