Technical Support 3

About the Position

Technical Support 3

Muntinlupa, Metro Manila, Philippines

SGS is the world's leading inspection, verification, testing, and certification company. Recognized as the global benchmark for quality and integrity, SGS operates a network of over 2,600 offices and laboratories around the world with more than 94,000 employees.

Responsibilities

• Primary Support for Workday Expenses: Handling related requests and incidents.
• Semi-front-end Group: Attending online and offline transfers from Level 1 Support.
• Remote Support: Providing support for incidents and requests.
• Advanced Technical Knowledge: Using additional support tools and applying specific technical knowledge to increase resolution rates.
• Workday Expenses Administration: Supporting end users with related concerns.
• Incident and Request Management: Core Incident, Major Incident, Service Request, Problem Management, and Knowledge practices involved.

Specific Responsibilities

• Resolve Workday Expenses Related Incidents and Requests:
  • Rules
  • GL cross-validation rules
  • AME rules
  • Sector mapping to Fcode
  • Expense item configuration (adding new, updating existing, removing/archiving)
  • Tax codes
• Software Maintenance and Support:
  • Providing specialized functional support at the application level for Global Business Applications.
  • Participating in incident resolution and diagnosis of incidents and requests from Level 1.
  • Collaborating with Business Applications owners and Application Support Teams if necessary.
• Knowledge Transfer and Maintenance:
  • Ensuring knowledge and specialization are effectively transferred to Level 1.
  • Managing periodic meetings with Business Application Owners.
  • Updating ITSM tool KDB, self-service solutions, and FAQs for Business Applications in-scope.
• Compliance and Safety:
  • Complying with relevant Management Systems and QHSEE policies.
  • Actively participating in incident investigations and risk assessments.

Requirements

• Education: Bachelor's degree or equivalent in engineering or information technology/service management courses.
• Experience:
  • Previous work experience in handling 2nd level technical support roles.
  • At least 3 years’ work experience.
  • Advance level desktop support experience.
• Skills:
  • Technical Support
  • Incident Management
  • Request Management
  • Workday Expenses
  • GL Cross-validation Rules
  • AME Rules
  • Sector Mapping to Fcode
  • Expense Item Configuration
  • Tax Codes
  • Software Maintenance and Support
  • Global Business Applications

Nice to Have

• Knowledge Transfer
• ITSM Tool KDB
• Self-service Solutions
• FAQs
• Periodic Knowledge Transfer Sessions
• KDB Documentations
• Business Application Owners
• Application Support Teams
• QHSEE Policies
• Quality, Health and Safety, Environment and Energy

We Offer

• Competitive salary
• Opportunity to work in a globally recognized company
• Professional growth and development

About the Company

SGS is the world's leading inspection, verification, testing, and certification company. Recognized as the global benchmark for quality and integrity, SGS operates a network of over 2,600 offices and laboratories around the world with more than 94,000 employees.