Job Description

We are seeking an experienced Application Level 2 Support professional to join our team. The Support Specialist ensures the quality and the stability of Operations for Intelex global application and its incoming (MDM) and outgoing (DataLake) flows, he/she will be responsible for providing technical support to end-users, troubleshooting and resolving issues, affecting the application or its integrations to other systems and escalating to IDS-QHSES application owners & Vendor upon Software failures. He/she will perform recurring monitoring, maintenance and health check operations to ensure the application is stable and its performance is controlled. He/she support Applications evolutions and Enhancements on request acting as a specialist of application configuration and integrations to secure service continuity toward developments and Releases. He/she support regulatory controls acting as a custodian of robust computer operations throughout the year and supporting Internal Controls campaigns providing evidences and remediations. The ideal candidate will have excellent communication skills, be customer-focused, and have a strong technical background in application support. About You Level 2 Support specialist on Intelex application Act as point of escalation for queries and incident raised to T.EN iSolv ServiceDesk and assigned to Intelex queue Act as single point of contact for QHSES Systems specialists raising queries about Intelex solution. Investigate incidents acting as Level 2 and troubleshooting incident based on Standard Operating Procedures defined both for Solution and Integrations support, applying T.EN processes and guidelines for incidents management Escalates complex and Software level incident and queries to QHSES Application owner and/or the software vendor. Process and coordinate incident resolutions involving several teams supporting warning and escalation to management on critical issues. Administration and maintenance on Intelex Intelex administration and monitoring: Daily monitoring of inbound and outbound data integration, and in case of any gap, first level of investigation against standard design Coordination and control of referential update in the solution, including execution of manual updates for non automated MDM-synched referentials Intelex solution environments management (tests environment vs production environment consistency) follow up of any go to production of any small enhancement. Regular operations for data quality sanity checks Intelex permissions management: Sanity checks towards MDM to Intelex employee data flow and business rules, Control of user access validation with QHSES Systems team and standardized user matrix management, Follow up of all access requests coming from end users. Internal Controls testing support Coordinate with QHSES Systems specialist and Application Owner to support Internal Control, aligning Intelex Operations to Regulatory insurance controls. As part of controls campaign, extract evidences supporting this alignment: Recover updated certifications from Cloud vendor Extract User Matrix & creation logs and verify operational Segregation of Duties Support Change Management process verification, verifying roles, technical Segregation of Duties and exporting SNOW tickets supporting the past period Changes Ensure data integration robustness, checking Run logs and logging incident in a timely manner after failures and providing evidences of thorough computers Support Remediations upon detected deficiencies applying fixes and enhancements on the above. Service Catalog items execution & release Validate with Application & Business owners and execute System configuration, from ServiceNow catalog Requests based on agreed and documented recurring evolution Coordinate with Intelex implementation partner to execute Release Management to UAT environment enabling Business testing Execute Release Management to Production environment Support to system enhancements Provide support and expertise to Projects and Enhancements delivery team upon editor driven major Releases and upon significant configuration changes Support non regression testing and System integration testing Support post Go live and Hypercare phases further to any new release Maintain technical documentation on Solution Design and Data referential Support to Intelex BI maintenance & enhancement (data model level) Provide support and expertise to Intelex BI data model upon significant Solution configuration changes Coordinate with Data Services team regarding impacts and evolutions on Intelex exported data flow. Coordinate with GBS BI team regarding impacts and evolutions on Data Lake Data model impacting GBS BI supported vizualizations Support end to end incident analysis with GBS BI & Data Services team on Intelex BI Vizualization dashboards Support post Go live and Hypercare phases further to any new Intelex release impacting BI Coordinate with Data Services & GBS BI so that the BI layer technical documentation is maintained upon Solution Design and Data referential changes Qualifications (Educational/Professional): Engineers degree Computer Science, Telecommunication or scientific related field Knowledge/Skills: Must have: 10+ years experience as an IT professional Seasoned experience over data management disciplines and applications support. Knowledge of key database concepts, data models, relationships between different types of data Seasonned experience with Data modeling & BI delivery Proficiency in SQL and advanced excel knowledge for data crunching and analysis Analytical mind set and problem solving skills Customer oriented, quality minded and proactive approach on all issues Experience with ETL technologies Ability to work with people across multiple work-streams. Demonstrated ability to manage aspects involving any technical field, quick learner on any new required topic. Fluent English speaker Nice to have: Experience with QHSES Software market solutions: Intelex, Enablon, Hexagon ETQ, DNV Synergi Life Experience with Financial application regulatory controls Basic knowledge about Identity Federation and Single Sign On ITIL v3 certification Service Now ITSM experience Strong proactive and synthetics skills to anticipate, manage and escalate any issue. Proficiency in ServiceNow or equivalent IT Service Management tool Technology enthusiasm

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