Rockwell Automation

Rockwell Automation

Business Systems Support Specialist – ISC Deliver

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers – amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility – our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!

Job Description

Business Systems Support Specialist – ISC Deliver


Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more intelligent, more connected, and more productive. From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live.

We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen – the makers, the forward thinkers, the problem solvers. That's where you come in.

The Business Systems Support Specialist is a member of the Integrated Supply Chain (ISC) Deliver team, which provides subject matter expertise and operational support of the business systems and processes used globally by Customer Care and Logistics. As a member of the team, you will have ownership of business systems configuration, processes and data quality required to ensure optimal tool utilization resulting in efficient and positive customer experiences. You will facilitate efforts to measure the impact of the tools and processes leveraged to support Rockwell Automation customers. You will lead or participate in efforts to upgrade or replaces existing processes or business systems.

This is a global role and may require work during non-standard hours to support global stakeholders and project milestones.

This role reports within Global Business Operations – ISC Delivery, location is flexible globally, preferably within proximity to a Rockwell Automation facility.

What you will do

The Business Systems Support Specialist is responsible for the ongoing administration, configuration, support and enhancement of the tools and processes used to support internal and external Rockwell Automation customers. Responsibilities include system configuration, data quality and reporting/KPI measurement, change management, training or other user support. Additionally:

Oracle Service Cloud (OSvC) Multi/Omni Channel Case Management (email, telephony, chat, web portal)

  • User configuration: account creation, entitlement, skilling
  • Queue, Category, Standard Text, Message Template and Business and Keyword rule configuration and administration
  • Telephony – Cisco UCCE, Cisco Jabber, Cisco Finesse, Harmony, Verint

  • User creation and maintenance.
  • Administration of telephony queues, agent skills and system settings.
  • SAP (ECC, CRM)

  • CRM role ownership: approval, audit, reporting
  • Delegation of Authority table administration: configuration, audit
  • Liaison between ISC Deliver, IT, Shared Services organizations.
  • System and Process subject matter expert.
  • Task and Process Automation (Esker, RPA tools) such as Sales Order Entry Automation

    Quality and Audit Activity

  • Support audit requirements of the business which include ISO9001 and internal audits.
  • Ensure business compliance through management of control reports and supporting activities.
  • Office 365, Power Apps, Sharepoint, etc.

  • Responsible for creation/maintenance of sharepoint sites, workflows, etc.
  • Responsible for creation/maintenance of Power Apps or smart forms.
  • Skills you have

  • You are a strategic thinker who sees the bigger picture and can balance short- and long-term needs, without compromising speed or timelines
  • You are comfortable with ambiguity and happy to be accountable to make decisions independently
  • You have the ability to influence critical stakeholders, and teams outside span of control
  • You are a team player, with a broad network within the global organization
  • You have cross functional experience
  • You have excellent interpersonal, leadership, and communication skills and can flex to the audience level
  • You have excellent presentation and communication skills (written and verbal) to interact with various levels of the organization
  • You are ethical, forward-thinking, intelligent, optimistic, and resilient
  • You are enthusiastic to work in a dynamic, fast paced, and challenging environment
  • Basic qualifications

  • Bachelor's degree in information technology, engineering, business administration or supply chain. Other degree or equivalent experience will be considered.
  • Minimum 5 or more years of business work experience with broad exposure to various business segments.
  • Local language skills in addition to English fluency, written and spoken.
  • Preferred qualifications

  • Knowledge and experience with Oracle Service Cloud (OSvC), Cisco UCCE, SAP (ECC, CRM), Verint, MS O365, Salesforce, Robotic Process Automation (RPA) tools, Esker.
  • Process mapping. Work Instruction creation.
  • Project, Agile and/or change management experience.
  • Previous work experience within Customer Care or Information Technology
  • Who we are

    We are a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, we employ approximately 23,000 problem solvers dedicated to our customers in more than 100 countries.

    EEO Statement

    Rockwell Automation is an Equal Opportunity Employer including disability and veterans.

    If you are an individual with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

    Job details


    Business Systems Support Specialist – ISC Deliver


    Rockwell Automation


    United States


    June 11, 2024

    Application deadline

    August 27, 2023

    Job type




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