Support Analyst - Bid and project tools
Support Analyst - Bid and project tools
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Job Description
Req ID:490479
Leading societies to a low carbon future Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains metros monorail and trams to integrated systems customised services infrastructure signalling and digital mobility solutions. Joining us means joining a caring responsible and innovative company where more than 70000 people lead the way to greener and smarter mobility worldwide
Support Analyst Bid and project tools
PM2020 is an ambitious transformation program to redefine Bids & Projects management landscape (processes organization people & skills tools and data) to make ALSTOM more fluid agile and project results oriented.
In this position the job holder will have the following responsibilities:
Act as the primary point of contact for tool users addressing technical inquiries via email or service requests
Diagnose and troubleshoot basic technical issues and provide step-by-step solutions
Document and track customer interactions in our support system ensuring accurate records of issues resolutions and follow-ups.
When required collaborate with cross-functional teams to escalate next level issues and provide feedback on tool enhancements/performance and follow-up for resolution and feedback back to user
Conduct training sessions and workshops to enhance their understanding of our tools and improve their experience.
Continuously improve technical knowledge and stay updated on tool features and industry trends to provide informed support
Required Experience:
- Advanced University Degree in engineering and/or Finance and/or Information technology
- Strong appetite to work in process & tool functional administration
- Project Management knowledge required
- Fluent in English other language appreciates
- Experience as customer support team is appreciated
Technical Proficiency:
- Understanding of enterprise IT tools (e.g. ticketing systems like ServiceNow JIRA Remedy)
Familiarity with system administration tasks (user access permissions basic troubleshooting - Strong appetite to work in process & tool functional administration
Support Experience:
- 13 years of experience in technical support or tool administration roles
- Experience supporting internal users or clients in a helpdesk or tool support function
- Understanding of SLAs incident/request lifecycle and escalation processes
* Communication & Documentation:
- Strong written and verbal communication skills
- Ability to document user guides SOPs FAQs and maintain support knowledge base
* Project Management knowledge required
* Fluent in English other language appreciates
* Experience as customer support team is appreciate
* Soft Skills:
- Customer-centric mindset with a focus on problem-solving
- Ability to manage multiple tasks prioritize issues and work independently or in a team
- Detail-oriented with a proactive approach to identifying and resolving tool issues
* Open to work in different time zones
Competencies & Skills
- Support Key users of solutions and its related business processes address technical inquiries via email or service requests
Diagnose and troubleshoot basic technical issues and provide step-by-step solutions - Document and track customer interactions in our support system ensuring accurate records of issues resolutions and follow-ups.
- Test and validate enhanced functionalities
- Customer centric - Secure all aspects of knowledge transfer to Key users for new or enhanced functionalities
- Assist centra teams to define new business requirements and change requests
- Review and evaluate incoming change requests for applicability
- Be able to build performance indicators
- Validate user access rights demand to be SOD compliant
- Continuously improve technical knowledge and stay updated on tool features and industry trends to provide informed support
- Participate and animate KUs regular sessions
- Excellent communication and inter-personal skills
- Willingness to build up in depth application knowledge
- Problem Solving Root cause analysis and Analytical skills
- Continuous improvement mind-set
- Collaboration and Team work
Alstom is the leading company in the mobility sector solving the most interesting challenges for tomorrows mobility. Thats why we value inquisitive and innovative people who are passionate about working together to reinvent mobility making it smarter and more sustainable. Day after day we are building an agile inclusive and responsible culture where a diverse group of people are offered opportunities to learn grow and advance in their careers with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose
Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential and individual differences are valued and respected. All qualified applicants are considered for employment without regard to race colour religion gender sexual orientation gender identity age national origin disability status or any other characteristic protected by local law.
Required Experience:
IC
Employment Type
Contract
