ERP Product Support & Functional Analyst - Tata Consultancy Services - Gurgaon, Haryana
(2024-04)
Client: Ramboll Group (Denmark) – A global engineering, architecture, and consultancy firm with 18,000+ employees operating across 35+ countries, delivering business-critical infrastructure, energy, environment, and digital transformation projects worldwide.
- Managing end-to-end enterprise application support operations for Maconomy (desktop application & cloud-based web version), PI Tool, Basware VIM and Whiteboard application Mural & Miro.
- Resolved 15,000+ ServiceNow tickets annually while maintaining 95–98% SLA compliance.
- Leading issue analysis, prioritization and resolution for critical business tickets relate to Maconomy.
- Experience in data migration, integration and supporting financial system deployments.
- Ensuring timely resolution of Maconomy production incidents by maintaining SLA compliance, providing proactive stakeholder communication, managing high-priority escalations and developed process documentation and SOPs for knowledge sharing and continuous improvement.
- Managed approx. 20+ P1/P2 incidents per month, coordinating cross-functional teams to restore critical business services for Maconomy system.
- Driving continuous process improvements & root cause analysis (RCA) for Maconomy to reduce repetitive tickets and improve resolution turnaround time.
- Managing month-end activities including Revenue Recognition, Period Opening/Closing, Timesheet Opening/Closing and Month End Closing in ERP Maconomy system.
- Using Splunk tool to do the monitoring and extraction of the issue logs to resolve the critical ERP issues.
- Supporting Maconomy users with month-end processes, financial processes (GL/AP/ AR/ FA/HR/ Reporting/ Timesheets & Expenses/ Projects) and ensuring system stability.
- Supported 18,000+ users across 35+ countries for Maconomy enterprise applications. Improved ticket resolution turnaround time by ~20% through better prioritization and faster stakeholder coordination.
- Executed UAT and Regression Testing for releases, enhancements and production changes for ERP Maconomy Application & Project Integration-Tool.
- Solely led end-to-end migration from Mural to Miro, transitioned 600 licensed users and 1,400+ boards within 7 weeks; ensured zero data loss and no disruption to ongoing projects using automation and backup tools, in collaboration with Miro vendor and business stakeholders.
- With the help of API using Postman Application to create the Enterprise Backup of 14,000+ Mural boards of size ~70 GB, supporting secure system deployment and business continuity.
ERP Application Support Analyst - Ramboll India Private Limited - Gurgaon, Haryana
(2022-01 - 2024-04)
- Provided daily application support for ERP Maconomy, PI-Tool, Basware VIM, handling incidents/service requests via ServiceNow and raised Story for development team for Change Request & Bug fixing.
- Ensured SLA-driven resolution through priority-based ticket handling, stakeholder coordination and timely closure.
- Monitored integrations logs, resolved integration failures, performed inbound/outbound data quality checks.
- Managed month-end activities including Revenue Recognition, Period Opening/Closing, Timesheet Opening/Closin in Maconomy.
- Supported Week Calendar setup/config updates, participated in User Access Rights Audit (twice yearly) and led End-to-End Integration mapping with internal teams for Maconomy.
- Executed UAT and Regression Testing for releases, enhancements and production changes for ERP Maconomy Application & Project Integration-Tool.
System Administrator - U.S Tech Solutions - Noida, Uttar Pradesh
(2019-05 - 2020-02)
- Managed and administered ATS (Jobdiva), ensuring seamless integration and operation of the recruitment workflow.
- User Management: Created, updated and managed user accounts within ATS and other systems, ensuring appropriate access permissions and security settings.
- Maintained system backups, security protocols and user access management to ensure data integrity and confidentiality.
- Created and maintained user guides and provided training to newly hired staff on ATS functionality and best practices for utilizing job boards effectively.
- Key Achievements: Successfully improved system uptime 60% through proactive monitoring and quick response to system issues.
- Played a key role in optimizing the ATS (Jobdiva) integration with multiple job boards, increasing the visibility and quality of candidate sourcing.
System Administrator - NLB Services Pvt. Ltd. - Noida, Uttar Pradesh
(2018-11 - 2019-05)
- Administered and supported the recruitment ATS (Jobdiva), ensuring smooth integration with various job boards like Dice, Monster and CareerBuilder.
- Delivered technical support to internal teams, addressing issues related to system performance, job posting and candidate management.
- Assisted in the setup, configuration, and maintenance of recruitment software, improving team productivity and reducing manual processes.
- Support system security, backups and user management to maintain confidentiality and data integrity across platforms.
- Key Achievements: Contributed to improving system uptime, ensuring minimal disruption to recruitment activities.
