Senior Analyst Data Support L2

Job Description

Job descriptionRoles and ResponsibilitiesPIM L2 Data Support specialist Purpose of the position The role is necessary for Supporting the PIM/EDMS data within the framework of End to End Service with focus on Efficiency, Availability, Usability and Adoption to Business Stakeholders. In addition, the Support operator help fulfilling KPI reporting on global CS&Q objectives.Responsibilities & duties PIM/EDMS/ODQ/DAL/BSL Data (Product Information Management) - Support the PIM Solutions at a Process standpoint on Run Operations - Open & consider assigned new tickets coming from Support tool (Service Now). - Analyze open tickets from Support tool and define the resolution strategy. - Find and apply a technical solution or re-route to the appropriate team (L2 Data, L3, Platform team) - Manage and Follow up the ticket (providing regular updates to requestor till the end of the ticket) with Business validation, managing permanent contact with L2 Data, L3 or Platform team - Ensure completion of open tickets of PIM within SLA. - Prepare documentation and support procedures for users and team. - Implementing workaround cases and updating Confluence pages for the team. - Get informed with product owner team about all PIM process with new releases. - Verify permanent up-to-date knowledge related PIM release & deliverables. - Ensure SLA and SSA for PIM Ticketing with team and Third Party. - Resource availability round the clock for better customer experience. - Maintain permanent relation with Country, BUs Offers, and any offer manager- Propose and implement any improvement in methodology, process and management to increase program efficiency, including Process Automation, provide training and communication. - Organize any trainings, cluster calls, workshops, yammer and adopt other communication channels to push Data, as a key topic for the company-Provide trainings to new users - Reproduce the issue reported by user in qualification or pre-production platforms - To perform Data staging and review test cases provided by the Qualification team. - Work scope: To support APAC, EMEA, and NAM users. - Report on the PIM solutions all KPI related Availability & Support RUN operations. - Extract from tracking system all data to create dashboard report - Propose improvements and action plan related dashboard result for continuous improvements - Support ODME/PIM Champions/Assets Community and their Issues - Support NoE Manager and Community by participating to NoE meeting for Adoption Levels of the PIM System, presenting new features) - Analyze and compare the frequency of tickets pre- & post- release of database. - Co-ordinate action with DCX for any critical action or incident need immediate attention for action improvement for better customer experience. - Process- Challenge Platform team or Product owner on necessary Support documents or documents updates - Get regular training about One Offer Platform framework with PIM Eco-system - Deployment support / Data migration for new BU / Brands - Synchro permanently with L2 Solution teamDesired Candidate ProfileExperience & Key skills Essential/Desirable- MS Office suite tools. - Experience in Ticketing/Tracking tools (Jira/Service Now etc.) - Knowledge or Experience in Product Management in Schneider Electric, Product Lifecycle, Offer Marketing-Knowledge in Advanced Excel - Database query language (SQL) - Optional - Experience in STIBO systems - Optional - Exposure in Support & Services activities - Master the technical analysis in complex situation and applications framework. - Excellent Communication Skills in writing, spoken and Presentation. - Ability in reporting, creating and updating dashboardPersonal qualities & behavioral traits - Proven Domain (Customer Support) senior operator with good Communication and Presentation skills. - Solid demonstrated analytical and problem-solving skills. - Be inspirational to the team, proactive & initiative. - Self-motivator and a good team player. - Should be open to work in cross cultural dynamic environment. - Team player, Collaborator - English is mandatory for all. French is key for French location - French is recommended, but not mandatory - Capability to work in Extended hours (late during the day: for any critical incident) with exceptional possibility to be on limited call during Weekend - Capability to work in Rotational shift, as per team needs. Mission will be in India, Delhi area Possibility to travel to France, Spain, India or very rarely to other key Schneider Digital locations

Keyskills :
sqladvanced excel