Job Overview :
Provides first and second line application support for the HRIS users globally. The role will be supporting users in a 24 hour HR helpdesk environment.
Key Tasks and Responsibilities :
Provide accurate tier 1 phone, email and chat support to resolve application related and support enquiries within the agreed SLA (Service Level Agreement)
Provide new user and refresher training to recruitment users
Accurately document all support requests / incidents and end-user interaction into the ticketing system
Monitor access management process and enforce IT security protocols
Constantly monitor application availability to ensure any application service disruption. Report immediately to the system administrator, or to the Global IT Helpdesk if troubleshooting confirms that the issue is network related;
Constantly monitor the application to find out possible problems or errors / system bugs by conducting tests and forward to resolver group for a fix
Escalate Desktop issues to the Global IT Helpdesk / local IT and application issues to the manager / system administrator.
Communicate with users in a timely manner to strict SLA’s by responding to both critical and routine application support requests.
Monitor and document external tickets issued by Vendors; perform general troubleshooting to diagnose and escalate to the appropriate resolver group
Provide professional and exceptional customer service to all supported end users and colleagues
Provide value by educating end users on supported applications
Determine that the correct application processes are being followed by end users
Utilize team’s internal knowledgebase, circulated references, and provide feedback for improvements
Author weekly tips or a process documentation to be published in the knowledge base once approved internal (HRIS HD) and external (supported users) use
Exercise HRIS Resolution method and act as a resource to help colleagues in finding the right way to resolve / fulfil a request
Participate in training and on boarding of a new employee
Maintain an open, positive and healthy relationship to help achieve teams’ goals and expectations
Attend daily team huddle and meetings
Willing or receptive to learn from management feedback and work with Leads to meet monthly KPI metrics and Quality drive
Participate in task rotations and on-call responsibilities
Participate in system testing due to new processes, functionality, and upgrades.
Perform routine field / table maintenance as related to job locations, job codes, requisition templates, etc.
Perform transactional / functional tasks if requested by HR / Legal
Perform related duties as required
Essential Qualifications and Education :
Bachelor’s degree in Management Information Systems, Information Systems, Information Management, or other related courses.
Experience working with Windows 7 Operating Systems.
At least 4 years experience with support and configuration of one or more of the following systems is a must : SAP, Oracle Fusion, Alfresco, JDE.
Intermediate knowledge of MS office package including MS Excel, PowerPoint, Project and Visio.
Familiarity with Oracle applications, such as Taleo, PeopleSoft, HCM Cloud.
Knowledge of ITIL best practices for access, service, and incident management is an advantage but not required.
Strong analytical and problem solving skills.
Excellent written and verbal skills.
Quality and detail oriented.
Ability to multitask without affecting output’s quality.
Proven ability to work effectively in team situations as well as independently.
Organizational ability; ability to work under pressure.
Able to demonstrate strong work ethic.
Resourceful and innovative.
Desired / Preferred Qualifications :
SAP, Oracle Fusion, Alfresco, JDE experience. Configuration, best practices, and system functionality knowledge.
Project Management practices and principles
Ability to conduct training
Company Overview and Core Values :
McDermott is a premier, fully-integrated provider of technology, engineering and construction solutions to the energy industry.
For more than a century, customers have trusted McDermott to design and build end-to-end infrastructure and technology solutions from the wellhead to the storage tank to transport and transform oil and gas into the products the world needs today.
At McDermott, we hold all employees accountable to follow our 5 core values.
Integrity we maintain a firm adherence to legal and ethical conduct
One Team we are one company, where everyone is equally important
Go Beyond we seek courageous and creative solutions
Well-Being we promote all forms of well-being
Commitment we are reliable and dependable in delivering quality solutions