Technology Specialist

Job Purpose

• Serve as the primary liaison for addressing and resolving internal and external customer’s issues related to the tool(s).
• Monitor and maintain helpdesk dashboard for InterPlan interface.
• Monitor and maintain helpdesk dashboard for Jira interface.
• Responsible for tool maintenance and liaising with software provider regarding troubleshooting.
• Develop reports and share insights with the senior management and external stakeholders on KPIs related to the tool(s) usage and/or outage.
• Moderate monthly meetings between internal and external stakeholders.
• Use the insights generated to initiate and lead continuous improvement initiatives.
• Working within the global technical services team, the Business Intelligence/Technology Support Specialist will develop and implement a process for gathering and analyzing relevant information through inspection tools (InterPlan) and will provide timely reports with recommendations to Senior Management. 
• The Business Intelligence/Technology Support Specialist will be responsible for conducting statistical analysis of operational data and develop detailed reports, charts and graphs based on various mathematical models and business needs. 
• The Business Intelligence/Technology Support Specialist will also be responsible for producing and maintaining detailed documentation including writing and updating technical specifications.
• The Business Intelligence/Technology Support Specialist will be responsible for tool maintenance and liaising with software provider regarding troubleshooting and/or update. 

Key Accountabilities

• Responsible for tool maintenance and liaising with software provider regarding troubleshooting.
• Serve as the primary liaison for addressing and resolving internal and external customer’s issues related to the tool(s).
• Manage working in different time zones to respond to internal customer’s requests/issues (24x7 and 365 days).
• Adhere to the SLAs for resolving requests/issues.
• Ability to prioritize the work based on the nature of the issue/request.
• Lead the internal training initiatives on the tool(s) and relevant knowledge areas.
• Some travel for training, site visits and customer meetings is required.
• Primary responsible person for the development and management of Interplan Forms, Dashboards and Reports. Provide insights on tool usage/outage.
• Requires regular stakeholder alignment to interpret requests for development. Work closely with regional technical service managers and global key account managers to successfully roll out and implement the tool.
• Primary contact for Interplan related business analysis functions with US based supplier.
• Responsible for interoperability functions of Interplan w/ customer management software’ such as SAP, PCMS, Maximo, Meridian, etc.
• Identify potential business opportunities and undertake business development initiatives to grow technical services in the region.
• Identify cross-BU opportunities to grow the services business and explore the interoperability of the tools for other BUs
• Work closely with marketing and commercial organization to promote the services business in marketing events
• Lead continuous improvement initiatives.

Experience

• 0-2 years’ experience application development and maintenance with Microsoft SSRS, SAP BI, and visualization tools like PowerBI, Tableu and similar. 
• experience with SharePoint and Access; ETL is a plus. 
• experience in building and maintaining complex reports, charts, and graphs is required. 
• Demonstrate continuous improvement mindset and open to learning
• excellent verbal and written communications skills along with the ability to work independently and collaboratively is a must, as is strong analytical, organizational, and interpersonal skills. 
• Ability to manage stakeholders’ expectations and navigate through cross-cultural working environment.
• Develop and implement long-term strategies around the tool(s) and KRAs.
• Bring-in innovation mindset and strong project management skills.
• Willingness to learn.

PREFERRED QUALIFICATIONS 

• BA/BS Degree in Computer Science or equivalent experience; Freshers are welcome to apply!
• Prior work experience as a Data Analyst or ETL specialist supporting data warehouse and reporting.
• Prior experience in commercial/business development areas would be an added advantage; not mandatory
• Inspection-related experience (certifications -NACE/AMPP would be an added advantage); not mandatory
• PMI-PMP or Scrum certifications would be an added advantage.
• Experience in SQL Server, SQL Server Reporting Services (SSRS), SQL Server Analytical services, Power BI, Power Query, and other data visualization tools is preferred.