Support Analyst - Bid and project tools

Bangalore, Karnataka
Permanent
Full-time

9 days ago

Req ID:490479Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwideSupport Analyst - Bid and project toolsPM2020 is an ambitious transformation program to redefine Bids & Projects management landscape (processes, organization, people & skills, tools and data) to make ALSTOM more fluid, agile and project results oriented.In this position, the job holder will have the following responsibilities:

Act as the primary point of contact for tool users, addressing technical inquiries via email or service requests
Diagnose and troubleshoot basic technical issues and provide step-by-step solutions
Document and track customer interactions in our support system, ensuring accurate records of issues, resolutions, and follow-ups.
When required, collaborate with cross-functional teams to escalate next level issues and provide feedback on tool enhancements/performance and follow-up for resolution and feedback back to user
Conduct training sessions and workshops to enhance their understanding of our tools and improve their experience.
Continuously improve technical knowledge and stay updated on tool features and industry trends to provide informed support

Required Experience:

Advanced University Degree in engineering and/or Finance and/or Information technology
Strong appetite to work in process & tool functional administration
Project Management knowledge required
Fluent in English, other language appreciates
Experience as customer support team is appreciated

Technical Proficiency:

Understanding of enterprise IT tools (e.g., ticketing systems like ServiceNow, JIRA, Remedy)

Familiarity with system administration tasks (user access, permissions, basic troubleshooting * Strong appetite to work in process & tool functional administrationSupport Experience:

1-3 years of experience in technical support or tool administration roles
Experience supporting internal users or clients in a helpdesk or tool support function
Understanding of SLAs, incident/request lifecycle, and escalation processes

Communication & Documentation:
Strong written and verbal communication skills
Ability to document user guides, SOPs, FAQs, and maintain support knowledge base

Project Management knowledge required

Fluent in English, other language appreciates

Experience as customer support team is appreciate

Soft Skills:
Customer-centric mindset with a focus on problem-solving
Ability to manage multiple tasks, prioritize issues, and work independently or in a team
Detail-oriented with a proactive approach to identifying and resolving tool issues

Open to work in different time zones

Competencies & Skills

Support Key users of solutions and its related business processes, address technical inquiries via email or service requests

Diagnose and troubleshoot basic technical issues and provide step-by-step solutions * Document and track customer interactions in our support system, ensuring accurate records of issues, resolutions, and follow-ups.

Test and validate enhanced functionalities,

Customer centric - Secure all aspects of knowledge transfer to Key users for new or enhanced functionalities

Assist centra teams to define new business requirements and change requests

Review and evaluate incoming change requests for applicability

Be able to build performance indicators

Validate user access rights demand to be SOD compliant

Continuously improve technical knowledge and stay updated on tool features and industry trends to provide informed support

Participate and animate KUs regular sessions

Excellent communication and inter-personal skills

Willingness to build up in depth application knowledge

Problem Solving, Root cause analysis and Analytical skills

Continuous improvement mind-set

Collaboration and Team work

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow's mobility. That's why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected. All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law.

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