Atkins is part of the SNC Lavalin Group of companies, the delivery of its IT is via a function called Group IS which is organised as a global operation with significant presence in India. Group IS has developed an operating model for 2020 to revolutionise the way IT services are provided to the company, moving from a ‘Business as Usual’ focus to an organisation driven by Business Value. Key concepts include: transitioning to digital products, adopting agile delivery approaches across the organisation, leveraging cloud services, and applying focus to supporting company project bids and delivery.
Please note when applying for this role we will require you to submit a short statement on why you should be considered for this role.
Key Deliverables/Responsibilities
Build knowledge to enable support of our key finance ERP and associated products
Manage incident and request queues in line with defined SLAs
Support the Product Managers and Specialists with configuration where required
Work with Global Services to equip them for 1st and some 2nd level support, and to ensure seamless handover of higher levels of support
Keep customers informed on status and progress of incidents and requests
Proactively recommend Product improvements
Ensure fixes are fed back to Global Services and incorporated into their knowledge base to aid first line fix rates
Record all incidents within the work management system
Achieve team and individual targets (SLAs and KPIs)
Requirements
Excellent customer service skills (Strong business focus and stakeholder engagement skills)
Experience of Accounting
Previous experience of JD Edwards would be beneficial
Strong analytical skills with a precise problem solving approach to work
Experience of working in a high pressure environment
Excellent communication skills (both written and verbal)
Solid report writing skills
Ability to build relationships and communicate at all levels
Ability to build and maintain efficient working relationships in a team based environment
Experience of working in a global team, interacting with team members around the world
Proven ability to deliver continual service improvement
Ability to share technical knowledge and support colleagues
Organised with meticulous attention to detail
Professional and target driven
Autonomous with an ability to make decisions
Experience of working to and exceeding targets (SLAs and KPIs)
Experience of working within a multi-cultural environment
Experience of working in a fast moving and changing large enterprise IT environment
Behavioural Competencies
Proven experience of delivering process efficiencies and improvements
Clear and fluent English (both verbal and written)
Ability to build and maintain efficient working relationships with remote teams
Demonstrate ability to take ownership of and accountability for relevant products and services
Ability to plan, prioritise and complete your own work, whilst remaining a team player
Willingness to engage with and work in other technologies
Rewards and benefits:
Atkins offers a fantastic range of benefits, which you can tailor to suit your own health, wellbeing, financial and lifestyle choices.
All the information you need to know is available on our dedicated benefits portal; your reward, which is available to access 24/7 from any device:
http://www.yourrewardatkins.comSecurity Clearance:
This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance. If this is necessary it will be discussed with you at interview
If applying to this role please do not make reference to (in conversation) or include in your application or CV, details of any current or previously held security clearance
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