Job Description
The Global BI Applications Support Specialist’s role is to collaborate in a team dedicated to provide application / systems support to Transcom call center operations which support activities are carried out remotely from service support centers, to ensure that end-users are receiving the appropriate assistance. This includes the responsibility of managing all activities related to the ticket management, root cause analysis, and resolution of end-user requests, including the monitoring, tracking, and coordination of support functions with special focus put on Business Intelligence solutions.
Perform BI application support activities in the event of operational support incidents and customer requests in line with global SLAs. BI application support services include standard out-of-box Business Intelligence solutions like SAP Business Objects, or Aspect eWFM or internally developed Transcom specific platform such as Group Report or TCMS - and several other client specific applications, as well as standard software packages, such as MS Office (Excel, Word, Powerpoint, & Outlook).
- To collaborate in a team dedicated to provide Application and System support to Transcom call centre operations; these support activities are carried out remotely from the Service support centers.
- In collaboration with other global support teams perform 2nd and 3rd line support activities, contributing with technology partners and other 3rd party solution providers.
- Maintain daily relationship with the IT organization and the Business Customers.
- Develop sound understanding of each system / application within the company global portfolio.
- Develop strong technical knowledge in the areas of specialization with underlying technologies included such as script languages, database management, communication protocols, etc.
- In case of fail over situation between Service Support Centers, perform service desk and 1st level application support activities.
- Tracking, escalation follow-up, and reporting for timely resolution of incidents, problems and change requests according to the internal service delivery and support policies & procedures and agreed service levels.
- Support activities of global or regional projects launched to implement new applications or new releases of existing ones or to migrate any of the existing ones to any new platform and/or location.
- Participate in technical handovers between the IT departments.
- Continuously keeping up-to-date the area related internal knowledge base and prepare required documentation, procedure definitions in order to ensure effective support and knowledge transfer towards 1st line support organization units.
- Coordinate software updates, new release deployment, execute controlled application upgrades
Minimum Qualifications
- Strong analytical and planning skills;
- Good communication and presentation skills;
- Excellent problem-solving skills;
Perks and Benefits
- Retirement Benefit Plans
- Special Leave Benefits for Women
- Single Parent Leave
- Gym Membership
- Medical / Health Insurance
- Paid Sick Leave
- Employee Discounts
- Paid Bereavement/Family Leave
- Free Lunch or Snacks
- Paid Holidays
- Paid Vacation Leave
- Child Care Benefits
- Maternity & Paternity Leave
- Medical, Prescription, Dental, or Vision Plans
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- EDSA, Mandaluyong, Metro Manila, Philippines