Technical Support 3 at SGS in Muntinlupa, Calabarzon, Philippines

companyDescription
SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 94,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.
jobDescription
Primary Responsibilities:
Primary support for Workday Expenses related requests and incidents
Semi-front-end group, composed of technical skilled people, attending on-line and off-line transfers from Level 1 Support
Provide remote support for incidents and requests
Able to spend more time than Level 1, use additional support tools, and apply specific technical knowledge to increase resolution rate (depending on which areas and capabilities granted)
With Workday Expenses administration access to support end users with related concerns.
Core Incident, Major Incident, Service Request, Problem Management and Knowledge practices involved.
Specific Responsibilities:
Resolve Workday Expenses related incidents and requests:
Rules
GL cross-validation rules
AME rules
Sector mapping to Fcode
Expense item configuration (adding new, updating existing, removing/archiving)
Tax codes
Software Maintenance and Support.
Provide specialized functional support at application level for Global Business Applications addressing on-line and off-line incidents and requests from Level 1
Participate on-line in incident resolution and diagnosis of incidents and, if necessary, collaborate with Business Applications owners and Application Support Teams.
Responsible for maintaining and increasing the resolution capability of Application Support tickets by Level 1
Ensure knowledge and specialization are effectively transferred to Level 1 (e.g., periodic knowledge transfer sessions, ticket solutions, KDB documentations, …)
Act as interface with Business Application owners to maintain and increase the resolution capability. Manage periodic meetings with Business Application Owners for reviewing documentation, follow-up application changes and releases, outages, known errors and solutions of escalated tickets
ITSM tool KDB, self-service solutions and FAQs for Business Applications in-scope updating
Execute ongoing effort to improve first level resolution by analyzing improvement areas and proposing improvement actions to Level 1
Provide extended tasks and administration activities (operation, support and maintenance) related to second level incident resolution covering functional and technical incidents escalated from Level 1
Complies with relevant Management Systems
Complies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives including, but not limited to:
Demonstrates strong obligation to SGS QHSEE policies, procedures and work instructions by actively participating in meetings, projects and events, completes required training, intervenes in unsafe situations, refuses unsafe work, and complies fully with all applicable laws and regulations related to HSEE
Perform appropriately and immediately to emergency situations and assists other staff members in maintaining readiness to react to emergencies within the workplace
Disposes or directs the disposal of waste generated as a part of daily work performed in a safe manner and in compliance with the disposal regulations and requirements, and in accordance with SGS Environmental Management System requirements
Reports all incidents, including near misses and hazards, that may affect the achievement of QHSEE objectives in accordance with SGS Incident Reporting and Management requirements
Efficiently uses all equipment, including safety equipment, and company owned property in the manner intended and reports any damaged / lost equipment to immediate superior
Maintains a safe and tidy worksite according to the organization’s 5S program and guidelines
Maintains awareness of the safety and health related hazards and environmental aspects and proposes action plans to control the risks to immediate superior or QHSEE Coordinators
Actively participates in incident investigations and risk assessments as deemed necessary by SGS management
Fulfills the requirements needed in the success of the QHSEE Management System
Recognizes the potential consequences of not following the established policies, procedures, and guidelines, including not fulfilling the organization’s compliance obligations.
qualifications
Bachelor's degree or equivalent in engineering or information technology/service management courses
Previous work experience in handling 2nd level technical support role
Experience with incident and request management
Exposure to multi-cultural environments.
additionalInformation
At least 3 years’ work experience.
Advance level desktop support experience.