Support Engineer Specialist_Hybrid- Ortigas, Pasig _
- What is the Job all about
The IS Support Engineer Specialist provides professional and global IT support to end users of Grundfos IS business solutions and services (solutions & applications).
By following the Incident or Request Fulfilment procedures, the IS Support Engineer Specialist ensures that services related to end users are restored or delivers the requested service within the agreed service levels.
In this position, the member is expected to be the subject matter expert for the application area being supported.
- Your main responsibilities:
Handle incidents and service requests in the ServiceNow program.- Provide advice and guidance to users in relation to system functionalities.
Provide professional verbal and written dialogue with end users.
- Implement Standard and basic Normal Changes.
Communicates with Requester according to above, including super users, super user networks or SMEGs.- Escalate relevant tickets to second and third level support/appropriate support group.
Ensure that agreed service levels are fulfilled.
- Create Support Guides for IS use in ServiceNow Knowledge Base.
Ensure updated Self-Service Guides for users on ServiceNow Knowledge Base.- Document own work in a collaborative manner.
Provide proactive support in promoting continuous improvement to meet business performance targets.
Optimize own tools and processes.- Responsible for a global cluster of services which includes:
Train colleagues and business.
- Communication and knowledge sharing with colleagues and business.
Alignment with different IS delivery areas and business.- Subject Matter Expert (SME) for area/s being handled.
Industry, market and business environment- Experience in developing well-defined processes within IT and Support
Ability to participate in work with processes or projects.
- Ability to participate in a well-defined business process within IT and IT Support
At least 3 years of relevant experience is required for this roleTechnical, functional and professional
Experience on SAP Customer Relationship Management (CRM) Support
- Background on SAP Sales & Distribution or Customer Service Support is beneficial.
Ability to influence others and follow processes.- Experience supporting key business initiatives.
Knowledge of best practices and relevant practices, systems in IT and Support
- Good communication skills
Willing to work on shifting schedule (8am 5pm/3pm 12mn)- Willing to work during holidays.
Experience in ServiceNow is advantageous but not required.
- Education, training and certifications
Bachelor's Degree or equivalent work experience
Whether it's developing skills or advancing your expertise even further, we'll support you with continuous learning and development opportunities, to help discuss and steer your long-term Grundfos career path. You'll be welcomed from day one into an inclusive, trusting environment guided by six core values.
- Development opportunities in an international environment
People- and value-focused organization culture- Social-, team and sport events
Training opportunities
- Do you want to learn more
If this job sounds appealing, please send your resume and cover letter by clicking Apply.
To dig deeper into the Grundfos universe, follow us on LinkedIn or YouTube, and to get to know some of your future colleagues and why they love working at Grundfos, check out Meet our people.
- We look forward to hearing from you.
Job Type: Full-time
Benefits:
Company Christmas gift Flexible schedule
Life insurance- Opportunities for promotion
Pay raise
- Promotion to permanent employee
Work from home
Schedule: Monday to Friday
Supplemental Pay:
Performance bonus
Ability to commute/relocate:- Ortigas Pasig: Reliably commute or planning to relocate before starting work (Preferred)
Education:
Experience:- SAP CRM: 1 year (Preferred)
SAP SD: 1 year (Preferred)
Location:
* Ortigas Pasig (Preferred)
