Total 20 job vacancies by IFS

Own the end‑to‑end service readiness of new and evolving IFS products/services via the Go‑To‑Operations (GTO) framework and lead global rollouts across the supported customer base. Drive cross‑functional planning, change governance, enablement, and measurable service quality ensuring Minimum Acceptance Criteria (MAC), risk controls, and customer impact safeguards are met. Translate insights from CSAT/VoC, SLA/KPI audits, and operational telemetry into prioritized improvements that raise reliability and reduce operational overhead.

Global Rollouts

• Coordinate and liaise with stakeholders across the IFS Unified Support Service Operations organization to plan and execute recurring and ad‑hoc maintenance activities for supported customers.
• Coordinate and support planning for product and service upgrades, migrations, and rollout activities across the customer base.

Service Readiness – Go To Operation (GTO)

• Coordinate and guide support staff to participate in testing and validation activities for new, major, and minor releases issued by the IFS R&D organization.
• Manage team participation in knowledge transfer (KT) sessions and readiness programs for new products and services.

Quality Monitoring & Auditing

• Perform regular audits of support cases to assess adherence to SLAs, KPIs, and established service quality standards.
• Evaluate key service quality attributes such as empathy, professionalism, follow‑up, and resolution practices and identify improvement opportunities.
• Review interactions and documentation, generate quality insights, and report trends that impact customer satisfaction and overall service excellence.

Data Analysis & Reporting

• Collect, analyze, and interpret customer feedback, CSAT scores, smiley cases, and other quality-related data to provide actionable recommendations.
• Develop dashboards and reporting mechanisms to communicate quality performance metrics to leadership and relevant stakeholders.
• Collaborate with data teams to enhance analytical methods and ensure accuracy and consistency of quality monitoring datasets.

Process Improvement

• Work with process owners and support teams to identify workflow optimization opportunities and eliminate operational inefficiencies.
• Facilitate root‑cause analysis (RCA) on recurring service issues and recommend corrective and preventive actions.
• Lead continual service improvement (CSI) initiatives, including drills, scenario-based training, and role‑play exercises (e.g., Incident Management Drills) to elevate service maturity.

Training & Development

• Design and develop training modules, quality guidelines, and role‑play scenarios that highlight best practices in customer engagement and case resolution.
• Deliver onboarding and ongoing training sessions to enhance process adherence and service consistency across the support organization.
• Work collaboratively with Unified Support – Training and Quality Experience team to continuously refine training content based on evolving customer and operational needs.

Documentation & Knowledge Management

• Maintain and continuously update process documentation, quality standards, and training materials to ensure clarity and consistency across teams.
• Develop, manage, and enhance Knowledge Base Articles (KBAs), Runbooks and case handling scenarios specific to managed customer base to support knowledge-sharing and ensure uniformity in service delivery and localization as and when required.

A Software Engineer - Unified Support is responsible for analyzing and diagnosing suspected software faults or technical configuration issues within IFS’ suite of products. They are also responsible for developing quality assured enterprise grade resolutions where applicable. They possess thorough technical and functional knowledge of the   

relevant product areas.   

In addition, they combine software engineering skills with functional knowledge and a commercial mindset to provide efficient resolutions that are usable, maintainable, and secure.  

As a Software Engineer, you will be responsible for core activities including; 

• Utilize industry knowledge and cross-product expertise to provide tailored solutions and enhance problem-solving.   

• Contribute to the design, implementation, and testing of software solutions, while maintaining a knowledge of IFS Cloud architecture and its alignment with industry standards.   

• Engage with cross-functional teams to develop innovative business solutions.   

• Apply a thorough knowledge of IFS Unified promote processes to resolve customer issues and suggest improvements.   

• Contribute to creating knowledge base articles, SOPs, and FAQs for continuous improvement.   

• Use IFS tools effectively to address issues and actively engage in IFS community groups to provide insights.   

• Apply knowledge of IFS support policies, customer offerings, and product versions to provide efficient assistance.   

• Ensure understanding of R&D-supported versions and follow organizational process guidelines to resolve issues consistently and comply with standards.   

• Manage planned maintenance, coordinate with stakeholders, and drive issue resolution across resolver groups.   

• Engage with customers and stakeholders to familiarize standards and provide clear, accurate information.   

The Consultants are required to proactively interact with their own team and Global Unified Support, to resolve customer issues by providing the best suited solutions and to build customer satisfaction. They are expected to cooperatively engage and focus to commit towards the defined SLA, MBO and KPI targets to provide the “Moment of Service’ for IFS customers by being effective and efficient.  

As a consultant – Business Applications, you will be responsible for core activities including; 

• Applies sound industry and cross-product knowledge to solve customer issues of medium complexity.   

• Demonstrates deep knowledge of IFS processes and tools.   

• Ensures quality service delivery, partners on team goals, and manages timely resolutions within SLA/OLA standards   

• Takes initiatives to meet team goals and ensures efficient issue resolution.   

• Executes planned maintenance and improves customer satisfaction   

• Ensures meaningful and professional communication, meeting customer expectations.   

• Assists in training colleagues on domain-specific knowledge and tools.   

• Actively participates in knowledge-distribution activities and addresses documentation gaps   

• Expands internal and external networks, acting as a reference point within the team.   

• Takes on additional obligations and contributes to business development events.   

• Identifies opportunities for process enhancements and proposes improvements.

The Consultants are required to proactively interact with their own team and Global Unified Support, to resolve customer issues by providing the best suited solutions and to build customer satisfaction. They are expected to cooperatively engage and focus to commit towards the defined SLA, MBO and KPI targets to provide the “Moment of Service’ for IFS customers by being effective and efficient.

As a consultant – Business Applications, you will be responsible for core activities including;

• Applies sound industry and cross-product knowledge to solve customer issues of medium complexity.
• Demonstrates deep knowledge of IFS processes and tools.
• Ensures quality service delivery, partners on team goals, and manages timely resolutions within SLA/OLA standards
• Takes initiatives to meet team goals and ensures efficient issue resolution.
• Executes planned maintenance and improves customer satisfaction
• Ensures meaningful and professional communication, meeting customer expectations.
• Assists in training colleagues on domain-specific knowledge and tools.
• Actively participates in knowledge-distribution activities and addresses documentation gaps
• Expands internal and external networks, acting as a reference point within the team.
• Takes on additional obligations and contributes to business development events.
• Identifies opportunities for process enhancements and proposes improvements.

The Consultants are required to proactively interact with their own team and Global Unified Support, to resolve customer issues by providing the best suited solutions and to build customer satisfaction. They are expected to cooperatively engage and focus to commit towards the defined SLA, MBO and KPI targets to provide the “Moment of Service’ for IFS customers by being effective and efficient.

As an expert in the manufacturing business domain with in-depth knowledge of industry best practices, you will play a key role in delivering global support services to IFS customers. This role offers significant exposure to the manufacturing industry. 

As a consultant – Business Applications, you will be responsible for core activities including;

• Applies sound industry and cross-product knowledge to solve customer issues of medium complexity.  

• Demonstrates deep knowledge of IFS processes and tools.  

• Ensures quality service delivery, partners on team goals, and manages timely resolutions within SLA/OLA standards  

• Takes initiatives to meet team goals and ensures efficient issue resolution.  

• Executes planned maintenance and improves customer satisfaction  

• Ensures meaningful and professional communication, meeting customer expectations.  

• Assists in training colleagues on domain-specific knowledge and tools.  

• Actively participates in knowledge-distribution activities and addresses documentation gaps  

• Expands internal and external networks, acting as a reference point within the team.  

• Takes on additional obligations and contributes to business development events.  

• Identifies opportunities for process enhancements and proposes improvements.