Senior Solutions Analyst

BP; Pune District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Travel up to 10%

Job summary

BP is seeking a Senior Solutions Analyst to design and maintain case management and telephony solutions within the People & Culture Services + Solutions team. The role supports global bp HR services, collaborating with vendors and stakeholders to gather requirements, write user stories, and drive iterative releases.

Responsibilities include incident and problem management, data analysis, and ensuring SLA adherence while coordinating with cross-functional teams and 3rd party suppliers in an Agile

Qualifications

• Bachelor’s Degree in Economics, Business, Finance, Accounting or related field with relevant language skills.
• Professional qualification in a relevant field, or equivalent experience.
• Skills (cross referenced to Capability Framework); Psychological safety; Continuous learning; Legal and regulatory environment and compliance; Stakeholder management; Continuous improvement; Organizational knowledge; Analytical thinking; Agile core principles; Resilience; Teamwork; Coaching; Customer centric thinking

Responsibilities

• Provide support in the design of the solutions that may apply to bp globally, across the businesses, regions, and countries.
• Deliver allocated tasks such as access analysis and system solve accurately and promptly.
• Understand the stakeholder’s needs and take actions accordingly.
• Collaborate with 3rd party suppliers within the Agile framework and document system requirements clearly.
• Represent bp in day-to-day engagements with the vendor’s team and support requirement gathering, documentation, prioritization and delivery.
• Participate in and drive agile ceremonies. Create and maintain user stories, test cases and functional documents. Drive knowledge sharing and capture, deliver training sessions and manage release communications.
• Gather and analyse internal data and provide insights into trends and gaps.
• Carry out incidents and problem management for live production incidents
• Analyse support tickets and intercept/resolve process or technical queries raised by bp employees or third parties. This will involve liaising with colleagues in People, Culture & Communications to ensure that an accurate diagnosis is carried out and that employees are kept up to date with the progress of their issue.
• Ensure that incident resolution takes place within agreed service level agreements. Where this is not possible, incidents and issues should be increased to the relevant parties to take the necessary actions.
• Maintain the solutions services catalogue and ensure that it is kept up to date
• Capture, document, test and monitor configuration requirements for bp People and Culture Service Enabling systems (CRM, Telephony) to meet simple, complicated, and complex business needs whilst ensuring that all standards, frameworks, compliance regulations and procedures are closely adhered to.
• Ensure that platform configuration is thoroughly tested prior to its release to customers or to the production environments. Engage business testers and support test execution and tracking.
• Ensure that we do not introduce system defects into our production environments and therefore avoid production incidents
• Support system patch activity and ensure that ongoing SaaS releases do not adversely affect the performance of our technical platforms
• Develop in line with the Solutions release cycle and ensure that improvement opportunities are explored and raised so that processes can continue to be streamlined/improved
• Support organisational change activity. Work closely with the organisational change & service delivery teams
• Develop & present appropriate recommendations to partners, run show & tell sessions
• Identify areas for process and system improvement – ensure that technology is embraced & cost-effective services are developed.

Skills

Salesforce or SaaS CRM

Data quality & integrity

Customer management

Agile

Communication

Problem solving

MS Office

Attention to detail

Education

Bachelor’s Degree in Economics, Business, Finance, Accounting or related field

Professional qualification in a relevant field

Tools

CRM systems (Salesforce)

Job description

Entity:
Technology
Job Family Group:
HR Group
Job Description:

JOB DESCRIPTION-

People & Culture Services + Solutions is an internal global shared services organisation, responsible for delivering centralised & standardised People & Culture services for bp from several geographical delivery centres.

The role is a part of the Core Solutions Team and focuses on Case Management and Telephony. The team takes part in the development and execution of solutions design and deployment for HR that support the business strategies. The Senior Solutions Analyst supports solutions forcase management and telephony service enabling technologies and more

Role purpose

Deliver the day-to-day design and maintenance of our case management solutions, so we can deliver a great and efficient P&C platform.

Role reporting relationships

0 direct, 0 indirect reports

Responsibilities

• - Provide support in the design of the solutions that may apply to bp globally, across the businesses, regions, and countries.
• - Deliver allocated tasks such as access analysis and system solve accurately and promptly.
• - Understand the stakeholder’s needs and take actions accordingly.
• - Collaborate with 3rd party suppliers within the Agile framework and document system requirements clearly. Represent bp in day-to-day engagements with the vendor’s team and support requirement gathering, documentation, prioritization and delivery.
• - Participate in and drive agile ceremonies. Create and maintain user stories, test cases and functional documents. Drive knowledge sharing and capture, deliver training sessions and manage release communications.
• - Gather and analyse internal data and provide insights into trends and gaps.
• - Carry out incidents and problem management for live production incidents
• - Analyse support tickets and intercept/resolve process or technical queries raised by bp employees or third parties. This will involve liaising with colleagues in People, Culture & Communications to ensure that an accurate diagnosis is carried out and that employees are kept up to date with the progress of their issue.
• - Ensure that incident resolution takes place within agreed service level agreements. Where this is not possible, incidents and issues should be increased to the relevant parties to take the necessary actions.
• - Maintain the solutions services catalogue and ensure that it is kept up to date
• - Capture, document, test and monitor configuration requirements for bp People and Culture Service Enabling systems (CRM, Telephony) to meet simple, complicated, and complex business needs whilst ensuring that all standards, frameworks, compliance regulations and procedures are closely adhered to.
• - Ensure that platform configuration is thoroughly tested prior to its release to customers or to the production environments. Engage business testers and support test execution and tracking.
• - Ensure that we do not introduce system defects into our production environments and therefore avoid production incidents
• - Support system patch activity and ensure that ongoing SaaS releases do not adversely affect the performance of our technical platforms
• - Develop in line with the Solutions release cycle and ensure that improvement opportunities are explored and raised so that processes can continue to be streamlined/improved
• - Support organisational change activity. Work closely with the organisational change & service delivery teams
• - Develop & present appropriate recommendations to partners, run show & tell sessions
• - Identify areas for process and system improvement – ensure that technology is embraced & cost-effective services are developed.

Required qualifications

• - Bachelor’s Degree in Economics, Business, Finance, Accounting or related field with relevant language skills.

Formal education requirements

• - Professional qualification in a relevant field, or equivalent experience.
• - Skills (cross referenced to Capability Framework); Psychological safety ; Continuous learning ; Legal and regulatory environment and compliance ; Stakeholder management ; Continuous improvement ; Organizational knowledge ; Analytical thinking ; Agile core principles Resilience ; Teamwork Coaching ; Customer centric thinking

Essential Experience and Job Requirements

• - Demonstrated ability Salesforce or other SaaS CRM
• - Minimum of 4-5 years of experience in Data Quality & integrity.
• - Experience in customer management and collaboration
• - Shared service center experience; preferably in oil and gas industry/or any multinational
• - MS Office experience
• - Superb communication skills and agile work.
• - Proactive, solution-focused, solid attention to detail

Technical

• - Able to use independent judgement and contribute in a team environment
• - Experience of translating business requirements into functional designs
• - Solid attention to detail

Behavioural

• - Consistent record of evaluating and driving ‘improvement’ solutions
• - Customer management – ability to engage with and influence key business customers.
• - Ability to prioritize engineering decisions and implement tasks independently, providing timely follow-up and resolution
• - Strong team alignment skills and ability to work cross-functionally with others
• - Experience with content management systems
• - Microsoft Office skills, extensive understanding / experience using Excel
• - Actively working to develop capability with an equal blend of EQ, IQ and drive.

Desirable experience

• - Exposure to projects that use Agile and Waterfall methodologies
• - Experience in telephony
• - Experience working within a global organisation, including using social media style tools to support communications and engagement across time zones

About bp

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Additional Information

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Even though the job is advertised as full time, please contact the hiring manager or the recruiter as flexible working arrangements may be considered.

What you can expect from us!

Our commitment to diversity, equity and inclusion:

At bp, you could be part of Business Resource Groups (BRGs) which belief in the power of inclusion, deeper connections, and shared experiences. They provide a place for employees to learn and share knowledge, to connect, and to improve. The BRGs focus on and encourage talent engagement, development, and retention while creating a broadened sense of community and inclusion for bp employees. The BRGs’ dedication to growth at all levels helps employees feel more engaged and energized. The BRGs break down barriers, so we can all do better together. Examples of BRGs include (but are not limited to):

• bpWIN (bp Women’s International Network)
• Pride
• Working parents
• PEN (Positively Ethnic Network)
• bpInclusia (bp’s Asian community)
• bpEnergía (bp’s Latin community)

Travel Requirement

Up to 10% travel should be expected with this role

Relocation Assistance

This role is eligible for relocation within country

Remote Type

This position is a hybrid of office/remote working

Skills

Agility core practices, Agility core practices, Analytical Thinking, Communication, Creativity and Innovation, Customer service delivery excellence, Customer Service Design, Data Management, Decision Making, Developing and implementing strategy, Discovered resource estimation and assurance, Employee and labour relations (Inactive), Extract, transform and load, Global Perspective, Information Security, Leading transformation, Management Reporting, Managing change, Managing strategic partnerships, Measurement and metrics, Organizational Knowledge, Performance and planning, Project and programme management, Stakeholder Engagement, Stakeholder Management {+ 2 more}

.

Legal Disclaimer

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status.Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process,please contact us .

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.