Summary

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.

Responsibilities

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

Education

Working towards an Associate's 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 of $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)

A Bit More About Your Role

Hours of operation: 8am-5pm EST, Monday-Friday. MUST be flexible to any 8-hour shift/5 days per week, for 40 hours per week.(REMOTE Setup)