Systems Liaison I - Percepta

At Percepta, we bring first-class service across each market we support. As a System Liaison I – FLP in Dearborn, MI, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 
Under the direction of the Extended Service Plan Liaison II and team leader, the Extended Service Plan (ESP) System Liaison I will assist in defining functional extended service system specifications based on business requirements for the product globally. The liaison I will gather business requirements from the business owner (Ford Lincoln) and work with the Liaison II and Ford IT to ensure the requirements are understood.The ESP System Liaison I will assist with the annual revisions to the Ford/Lincoln extended service plans; will research and recommend solutions to service plan system issues.The ESP liaison I will test enhancements and review with the ESP liaison II and team leader before the new plans are implemented.Along with the ESP System Liaison II, the ESP System Liaison I resolves contract registration issues for dealers, area sales managers and, Ford/Lincoln management before making any corrections and will act as second level support for customer issues.

During a Typical Day, You’ll

·         Attends meetings with the business owner to understand changes needed to service plan designs.

·         Assists in writing test plans, executes testing and track test defects.

·         Research and recommends system related concerns.

·         Responsible for understanding new business functionality for the USA and Canada and ensuring these changes are communicated as needed.

·         Responsible for documenting changes to business requirements and the system

·         Resolves extended service plan contract registration issue for dealers, area sales managers, Ford/Lincoln management and vendors via the Ford mainframe database.

·         Work with ESP Liaison II on exceptions and special requests from the business owner

·         Makes recommendations for process improvements.

·         Complete additional tasks and projects as assigned.

What You Bring to the Role 

Education

·         Working towards an associate degree in information systems or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Experience

·         Prior experience in business with a good grasp of technology or experience in technology with a good grasp of business

·         1 year in a position using critical thinking or analytical skills.

·         1 year demonstrated experience working Interfacing with system developers.

·         1 year demonstrated experience writing detailed business/system requirements.

·         1 year experience developing system test cases and executing user acceptance testing.

·         Experience writing functional system requirements is preferred.

Skills

·         Ability to understand and represent the business needs to information services as well as information services to the business.

·         Strong communication skills to effectively communicate with customers, managers, and co-workers.

·         Proven advanced Excel skills.

·         Excellent quantitative, analytical and, troubleshooting skills with a technical mindset.

·         Ability to analyze issues, understand root cause and identify a resolution.

·         Display professionalism and a positive attitude

·         Outstanding time management and organizational skills

·         Demonstrated ability to work well with others.

·         Demonstrated ability to multitask, prioritize assignments and work independently.

·         Must be detail oriented.

What You Can Expect 

·         Pay is $16.90 per hour

·         Health/Dental/Vision/Life Insurance

·         Flexible Spending Account (FSA) and Health Savings Account (HSA)

·         401(k) with company match

·         Vacation/Sick Time and Paid Holidays

·         Tuition Reimbursement

·         Employee Assistance Program

·         Employee Discount Program

·         Training and Development Programs (Percepta College)

·         Employee Rewards Program (Perci Perks)

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one .

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions.

Respect– a team that is accountable, dependable and gives you their full attention.

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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