ERP Support Analyst

About Technip Energies 

At Technip Energies, we believe in a better tomorrow, and we believe we can make tomorrow better. With approximately 15,000 talented women and men, we are a global and leading engineering and technology company, with a clear vision to accelerate the energy transition. Designing and delivering added value energy solutions is what we do.  

If you share our determination to drive the transition to a low-carbon future, then this could be the job for you. We are currently seeking Senior Executive HRIS to join our team based at Noida. 

Global Business Services India 

At Technip Energies, we are continually looking for ways to become more efficient, and ways to improve our quality, customer focus and cost competitiveness. The Global Business Services (GBS) organization is key to executing this strategy, by standardizing our processes and centralizing our services.   

Our Vision: A customer-focused, cost-efficient, innovative, and high performing organization that drives functional excellence.  

GBS provide streamlined and consistent services to our internal customers in the domain of Finance and Accounting, Human Resources, Business Functional Support, Procurement and Legal. Our services fit our global organization and allow us to focus on business strategy and priorities. GBS also maintains continuous improvement plans to enhance our customer-oriented service culture.   

About the Job 

• Single Point to receive all SNOW tickets and SNOW Catalogs request.
• Provide Immediate Response to end user.
• Performing first line ticket qualification/validation and updating with required information as necessary before routing ticket)
• Update Incident and Request with all relevant Information
• Providing incident resolution on Oracle Cloud Fusion SAAS application and all interfaces to this system.
• Manage and resolve simple or semi simple Incident.
• Routing tickets to analyst and teams for efficient incident resolution or request management
• Manage all role access provisioning or deprovisioning request or incidents.
• Coordinate technical tasks and deliverables for Oracle Cloud Fusion SAAS and related technology projects.
• Maintain ownership of incidents to ensure that they are closed within SLA and to agreed quality measures.
• Follow-Up with System Analyst and All external parties on P1 Incident’s, Aging Incidents, Incident not updated for more than 8 to 10 hours.
• Follow-up with analysts on Open or long Pending tickets
• Provide support to analysts during busy periods.
• Deploy Small and simple changes to PROD.
• Create and Manage FAQ’s.
• Review with Support Managers on the number of breaches and escalations.
• Manage and be responsible for the administration of team applications such as SharePoint, ALM, ServiceNow
• Onboarding and Offboarding Support Team Members.
• Onboarding and Offboarding External Support and Project Team.
• Removing Access based on User Access Review Campaigns.
• Refresh and Publish End User Reports
• Act as Liaison with local IT departments
• Work with Application Analysts in other Regions on common procedures and align best practices.

Main Accountabilities

Job scope (specific criteria):

1. Resolution of incidents with SLA and team KPIs
2. Maintenance and monitoring of ticket and requests quality in ServiceNow

OTL Applicable for APAC

1. Diagnose timecard errors.
2. Work with HRIS/Super Timekeeper/Group Timekeeper /Oracle to process OTL Errors.
3. Issue on the HR Interface and LOA

 Service Now

1. Review and Assign Tickets
2. Request / Remove Service Now Licenses
3. Create new requests in SNOW admin.
4. Manage requests for user access. 
5. Refresh, Pulish and Run SNOW reports for BI dashboard.
6. Analyzing Snow tickets and keeping KB articles up to date and adding new ones
7. Creating new procedures and adding them to KB
8. Ensuring the correct Service/CI and locations are complete in the tickets to ensure consistency when reporting
9. Month end regional checks > Snow checks for reporting and sharing of best practice globally 
10. Analysis of data within in Power BI for administration of SNOW tickets regionally 

 Daily:

1. Basic system check (First thing in the morning):

• Login to Application
• Save/Submit timecard.
• Run timecard report.
• If not working log P1 Snow ticket and assigned to Accenture, call Support Manager or Shift Lead, add message to Teams group

1. Manage unassigned incident in Support queue: 

• reviews priority and adjusts according to Priority Matrix (majority P3)
• assign incident tickets to SAs. 
• Update location if empty
• Update Service Name and other fields.
• Update Ticket Owner for where Owner is empty.
• Follow Up with Owner to make sure P1 procedure followed.
• Contact Owner/Assigned To if mandatory ticket information is not provided.
• Follow Up with Owner on handing over the ticket to Other region on Day end.
• Work Note: (if Possible) Explaining and justifying P1, tell how it impacts the business and use terminology non-Oracle users & explain abbreviations if any.

1. Update Snow tickets incorrectly categorized:
2. Review P1 tickets

     Weekly:

• Prepare tracker on the tickets not updated for more than 5 days.
• Aged tickets & No contact– produce weekly stats, highlight to team.
• Prepare ASA stats every 4/6 weeks for RM Manager
• View tickets by user to see if you can identify any trends that we could proactively improve on.
• Locate, read and ensure alerts are set up for all communication received within the teams

Support Hub

1. Prepare a Personnel Location Planner, update those who are taking sick leave and not coming into the office.
2. Maintain List of BPO/KU - Coordinate with BAs on the right list.
3. Refreshing of SNOW Reports
4. Collaborating with Other ASA on the Maintenance of Portal

ADHOC

1. Onboarding & Offboarding Team Members.
2. Assisting SM/ SL on ad hoc task
3. Access for ALM/HP ALM or various applications.
4. Internal and external audits
5. Upkeep of the Mailing lists
6. Update of the release calendar for instance refreshes 
7. Training Service Desk New Joiners on the PeopleConnect.

Additional Information

Required for position:

• Experience in a service desk environment
• Application support experience 
• ITIL and ITSM experience
• Experience with team tools such as: ALM/QA Complete, ServiceNow, Sharepoint
• Solid customer service/client facing experience.
• Experience with multiple Technologies such as: SQL, AME, Workflow, Data Loader 
• Incident Management system
• Working in a controlled release environment using change management tools.
• Excellent communication skills
• Show strong initiative, proactive and persuasive.
• Willingness and ability to learn quickly, pick up new techniques & principles. 

Preferred:

• ITIL qualification
• Advanced Oracle EBS qualifications
• Sound planning, time-management & communication skills 
• Ability to learn quickly, pick up new techniques & principles & implement them appropriately.
• Enjoy working in a fast-paced environment where priorities can change often, therefore the ability to work in a self-directed fashion adjusting priorities as required.
• Strong Customer Service ethic and presentation
• Show strong initiative, proactive and persuasive.
• Flexible working hours during peak business periods

Technical/General Competencies

• Incident Management System use
• Service Now incident management module

Inclusion Standards

In our continuous journey to developing and building culture of inclusion, we adhere to four Inclusion Gold Standards. And you?

-        We challenge our biases and embrace diversity of thought ;

-        No one has all the knowledge and solutions, collectively we do ;

-        We foster a caring environment where people are respected, comfortable to share and be heard ;

-        We promote active listening for effective decision and action.

What’s Next?

Starting Date: 

Once receiving your system application, Recruiting Team will screen and match your skills, experience, and potential team fit against the role requirements.  We ask for your patience as the team completes the volume of applications with reasonable timeframe.  Check your application progress periodically via personal account from created candidate profile during your application.

We invite you to get to know more about our company by visiting www.technipenergies.com and follow us on LinkedIn, Instagram, Facebook, Twitter, Youtube for company updates.

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