L1.5 Support Analyst - PowerAPPS Support Analyst - Pleno
Published on JANUARY 15, 2025
Applications open until MARCH 14, 2025
Job type: Effective
Work model: Remote
Level 1.5 Support Analyst - Power APPS - Pleno
- Resource must have advanced English. Optional knowledge in Power Apps.
- Utilizing various internal client tools like Service Now, iComply, SharePoint as required to help BH create the compliance score card (Client Internal Process).
- Conduct / Participate in meetings with application owners, functional owners, and risk assessors to help identify the gaps in compliance / maintenance assessments and work with application owners to close them. Also participate in CSRC (Cyber security Risk and compliance) initiatives.
- Coordinate and provide resolution of the following issues related to the services under this SOW (access issues, general queries, verification, etc.).
- Resolve user/application issues reported through Service Now. Ensure that the classification of the incidents and requests are accurate and track until resolution/fulfillment in the system. (Monday – Friday). Interface between the end-users and Baker Hughes’ IT personnel and the Field Operation team.
- Escalate unresolved incidents or requests to the proper channels of support by contacting the designated Baker Hughes technical support team. End user will be informed of the estimated time whereby his/her ticket will be attended to.
- Ensure that incidents and requests are dealt with accordance to customer and priority needs.
- Work with application owners and SPOC to address technical issues for internal hosted applications.
- Make recommendations for improvements and optimization of fixed issues processes.
- Troubleshoot and fix business reported data issues.
- Assist in testing during upgrades and migrations of the applications under this SOW.
- Monitor, track, and assist with obsolescence remediation of the fixed issue processes.
- Document the standard operating procedures of daily operational activities.
- Assist Client Internal application owners to integrate their application with client teams - Single Sign-On for new and legacy applications.
- Assist Client Internal application owners in creating workflow for the user access provisioning in service catalog tool.
- Run reports to the business.
- Deploy new enhancements and bug fixes into production, with the supervision of the developer.
- Support application rationalization (decommission the application and archiving application data) process by coordinating with application owners and collecting all required artifacts to present it to Client leadership.
- Abide by the IT service processes, procedures and work instructions set by client including Code of Conduct and Core Values.
- Actively participate in projects, as assigned.
- Required to perform overtime duties when needed.
Process stages
- Step 1: Registration
- Step 4: Interview L1 Global
- Step 5: Interview L2 Global
- Step 6: Client Interview
- Step 7: Hiring
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