HR IT – Skill Hub Support
8 months ago
Job Description:Handle and resolve 2nd level incidents/tickets in the Service Management Tool, based on priority and quality for the HR applicationsIn.....
Job Description:
- Handle and resolve 2nd level incidents/tickets in the Service Management Tool, based on priority and quality for the HR applications
- Investigate recurrence and patterns of support needs to design holistic solutions. Liaise with subject-matter experts where escalation is needed
- Collaborate with Global Application Support Specialist, IT developers and other support teams
- Contact with the vendor for any alignments, issues, case/incidents creations, SLA follow-up
- Coordinate with other 1st level groups for consultation hours, best practices etc
- Preparation of status and KPI (monthly status report)
- Preparation of technical documentation and updating for Troubleshooting and 1st level
- Preparation of training materials, provide training sessions whenever required
- Supporting the onboarding of new team members
- Analysis and coordination or release management (new releases, features and enhancements)
- Conduct testing activities such as: preparation of testing scenarios, reviewing test cases, testing in different instances, updates on testing tool, documentations, exploratory testing etc.
- Creating and maintaining tracking files
- Maintenance of test data & test users, system cleaning activities
- Content creation and managing application related community and Knowledge Base
- Continuous process improvement, collaborations, and regular alignments with relevant stakeholders for topics such as: Interfaces, Data Security etc
- Acquire and build-up knowledge of dependent applications or systems
- Support any Ad-hoc activities or new work-packages.
- Project Support (if necessary for any roll out activities)
- Supporting project managers in Lisbon for the further roll-out´s in the countries
- Preparation of pre-roll out activities including change and communication management
Job Description:
- Handle and resolve 2nd level incidents/tickets in the Service Management Tool, based on priority and quality for the HR applications
- Investigate recurrence and patterns of support needs to design holistic solutions. Liaise with subject-matter experts where escalation is needed
- Collaborate with Global Application Support Specialist, IT developers and other support teams
- Contact with the vendor for any alignments, issues, case/incidents creations, SLA follow-up
- Coordinate with other 1st level groups for consultation hours, best practices etc
- Preparation of status and KPI (monthly status report)
- Preparation of technical documentation and updating for Troubleshooting and 1st level
- Preparation of training materials, provide training sessions whenever required
- Supporting the onboarding of new team members
- Analysis and coordination or release management (new releases, features and enhancements)
- Conduct testing activities such as: preparation of testing scenarios, reviewing test cases, testing in different instances, updates on testing tool, documentations, exploratory testing etc.
- Creating and maintaining tracking files
- Maintenance of test data & test users, system cleaning activities
- Content creation and managing application related community and Knowledge Base
- Continuous process improvement, collaborations, and regular alignments with relevant stakeholders for topics such as: Interfaces, Data Security etc
- Acquire and build-up knowledge of dependent applications or systems
- Support any Ad-hoc activities or new work-packages.
- Project Support (if necessary for any roll out activities)
- Supporting project managers in Lisbon for the further roll-out´s in the countries
- Preparation of pre-roll out activities including change and communication management
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