Job Overview :
Provides first and second line application support for the HRIS users globally. The role will be supporting users in a 24-
hour helpdesk environment.
Key Responsibilities / Accountabilities :
Provide accurate tier 1 phone, email and chat support to resolve application technical issues (remote assistance) within the agreed SLA (Service Level Agreement)
Accurately document all support requests / incidents and end-user interaction in to the Corporate IT’s ticketing system
Constantly monitor application availability to ensure any application service disruption is reported immediately to the application vendor, 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 technical 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
Collaborate in a project with Systems team counterparts in US / UK
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
Basic Qualifications :
BSc in any field
Experience working with Windows 7 Operating Systems
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 :
Knowledge of MS office package including MS Excel, PowerPoint
Experience in client relations
Other Details :
Associate HRIS Specialist will be based within the office, unless asked to attend meetings in international time zones that are outside of their usual business day.
Company Overview :
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.