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KEY EXPECTED ACHIEVEMENTS

Incident & Service Request Management

• Perform urgency assessment and priority validation based on business impact.

• Provide technical and functional analysis for issues related to Order Management (OM) and Accounts Receivable (AR) modules.

• Deliver timely resolutions and communicate workarounds when applicable.

• Handle standard service requests including order corrections, invoice adjustments, receipt applications, and customer account updates.

• Ensure regular status updates and follow through to closure in line with SLA commitments.

Order-to-Cash (O2C) Support

• Provide end-to-end support across the O2C cycle (Order Entry, Shipping, Invoicing, Receipts, and Revenue processes).

• Investigate and resolve OMâ€'AR integration issues, AutoInvoice errors, and reconciliation di...