Application Support Analyst

Job description / Role

Job Summary:
The Applications Support Analyst provides functional and technical support to users for applications or systems.
Relationships:
Reports to: Business Process Manager, Business Analyst or Application Support Team Leader
Essential Responsibilities and Duties:
Applications Support Analyst:

- Troubleshoots and resolves escalated tickets and communicates the solution to Clients via the Service Desk or other support personnel
- Responds to customer issues via the ticketing system
- Senior levels of this position:
* Serves as a subject matter expert
* Develops or adapt material for training
Gathers and validates change requests and bug fix requirements while liaising with Development team (L3)
* Assists in testing of new application functions, releases and promotions
* Liaises with Data Center and other Business application groups day to day operations

- Answers, analyzes and provides quality checks for incoming tickets and routes them appropriately
- Liaises with Service Desk on ticket auto-assignment
- Coordinates with Service Desk for new applications and module decision tree configurations in Remedy
- Produces metric reports on incoming tickets, trends, etc.
- Provides governance to ensure tickets are fixed on time and sends reminders when needed
- Organizes ad-hoc backlog campaigns
Previous Experience and Competencies:
Technical certificate, associate's degree or applicable work equivalent.
Education: preferably attended supply chain related classes
Previous application experience with QAD MFG/PRO version eb with emphasis on MANUFACTURING or SUPPLY CHAIN Modules.
Previous experience with QAD SUPPLY CHAIN PORTAL.

Behavior:
- Able to think logically and analyze complex problems
- Pays close attention to details

Requirements

Specific Skills / Key words Required of this Position:

PREFERRED EXPERIENCE :
Manufacturing Processes.
Manufacturing Planning.
Supply Chain (Procurement),
QAD ERP Systems (QAD MFG/PRO version eB experience),
QAD Supply Chain Portal (SCP)

About the Company

Schlumberger is the world's leading provider of technology for reservoir characterization, drilling, production, and processing to the oil and gas industry. Working in more than 85 countries and employing people who represent over 140 nationalities, Schlumberger supplies the industry's most comprehensive range of products and services, from exploration through production and integrated pore-to-pipeline solutions for hydrocarbon recovery that optimize reservoir performance.