Support Analyst - Bid and Project Tools

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 administration

Support Experience:

• 13 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 requestsDiagnose 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