Technical Support 3

SGS; Manila; On-site; PHP 500,000 - 800,000; Full time

Job summary

SGS is seeking a capable 2nd level IT support professional to provide remote and on-site assistance for Workday Expenses related incidents. You will handle escalation, rule configurations, and tax code management while coordinating with Business Applications owners.

You will participate in incident resolution, transfer knowledge to Level 1, and maintain the KDB knowledge base to improve first contact resolve rates across Global Business Applications.

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.

Responsibilities

• Resolve Workday Expenses related incidents and requests: Rules, GL cross-validation rules, AME rules, Sector mapping to Fcode, Expense item configuration, 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 transferred to Level 1 (knowledge transfer sessions, ticket solutions, KDB documentations).
• Act as interface with Business Application owners to maintain and increase the resolution capability, including periodic meetings with owners for reviewing documentation and changes.

Skills

Second level support

Incident management

Remote support

Workday

Education

Bachelor's degree or equivalent in engineering or information technology/service management

Tools

KDB

Job description

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.

Job Description

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.

Additional Information

• At least 3 years' work experience.
• Advance level desktop support experience.