Riona Murphy Email & Phone Number

Ireland

Dublin

Dublin, County Dublin, Ireland

I managed the L2 (Level 2) support channel and handled escalation from internal teams and stakeholders . Acted as client advocate between the client, the business, and technical teams and provided support to worldwide MySA L1 teams on all issues MySA related and some SCIBM, SC4BP, and GPP issues.I investigated and resolved queries across a wide range of topics including incentives (CVR solutions, SaaSDeal Registration, GTS) access issues, opportunity issues, entitlement issues, system issues, and limitations of the MySA application.I analysed idoc failure trends for development team to resolve in future enhancements and processed the failed incentives via POSTMAN and KibanaIdentified future enhancements based on issue analysis for the development team and created defects in RTC on MySA issuesI participated in scrums and followed applicable agile methodology in conjunction with the development teamCurated and maintained an evolving repository for training material and education in SC4BP, SCIBM, and MySA for L2

Dublin, County Dublin, Ireland

I provided Level 3 support to internal and external customers relating to the DSW (Distributed Software) web applications while performing the role of client advocate acting as an interface between the business, the technical teams and the end userAddressed queries regarding access, registration, software download, media access, reporting functionality or navigation of the DSW web sites which are all managed by eCareI worked with development teams on issues found and raised RTC requests. Validated and tested proposed solution and ensured original requester was aware of the status throughout the processManaged the operational monthly metrics for all regions, including data gathering, analysis and presentation As acquisition support focal, worked with acquisition teams to identify and address potential customer support issues as a consequence of Transfer Of BusinessAs Parts and Pricing focal point, collaborated with Parts and Pricing team and streamlined processes within eCareInvolved in the initial planning for the Salesforce deployment to eCare

Dublin, County Dublin, Ireland

I worked on each quarterly DSW release as part of PDT team as a Business Analyst and Tester on various projects Performed impact analysis and gap analysis I interlocked with stakeholders, at initial stage and via on-going presentations. Designed and presented new functionality/enhancements to stakeholders and extended internal and external teamsCreated user stories, test cases, full matrices for FVT, RVT, CAT and Regression phases and I tested different applications and enhancements during each testing phase; SQO, DSW SAP, B2P, BP eOrder, PGS and others. I created problem logs and defectsI was responsible for training and mentoring L1 testers in different applications such as SQO, BP eOrder, PGS, B2B and SAP to add to their knowledge base and make them more effective and efficient testersDeveloped repositories for training/ reference material; how to guides on different applications, supplied links to applications, and best practices advice

Dublin, County Dublin, Ireland

I validated and processed orders, credits, and claims from direct and channel markets using the appropriate toolsInvestigated and resolved disputes from business partners and end-usersPerformed idoc management in SAP with B2B, BP eOrder, and SQO idocsExcellent experience with DSW SAP, Maintenance Tracking Database, Customer Master Records (ICN, CCMS), Pricing, SQO and billing template