Support Analyst - Bid and project Tools

Take on a new challenge and apply your technical support and process expertise in a cutting-edge field. Youll work alongside collaborative and proactive teammates.

You'll be at the heart of supporting Alstoms ambitious PM2020 transformation program, which is redefining Bids & Projects management to make the company more fluid, agile, and project results-oriented. Day-to-day, youll work closely with teams across the business (e.g., tool users, cross-functional teams, and central teams), diagnose and troubleshoot technical issues, and much more.

Youll specifically take care of addressing user inquiries and documenting resolutions, but also conduct training sessions to enhance user experience.

Well look to you for:

• Acting as the primary point of contact for tool users, addressing technical inquiries via email or service requests
• Diagnosing and troubleshooting basic technical issues and providing step-by-step solutions
• Documenting and tracking customer interactions in our support system
• Collaborating with cross-functional teams to escalate and resolve advanced issues
• Conducting training sessions and workshops to improve users understanding of tools
• Continuously enhancing technical knowledge and staying updated on tool features and industry trends

All about you

We value passion and attitude over experience. Thats why we dont expect you to have every single skill. Instead, weve listed some that we think will help you succeed and grow in this role:

• Advanced university degree in Engineering, Finance, or Information Technology
• Experience or understanding of project management principles
• Knowledge of enterprise IT tools (e.g., ServiceNow, JIRA, Remedy) and system administration tasks
• Familiarity with technical support processes, including SLAs, incident/request lifecycle, and escalation processes
• A customer-centric mindset with strong problem-solving skills
• Strong written and verbal communication skills, including the ability to document user guides, SOPs, and FAQs
• Willingness to work in different time zones and collaborate with diverse teams
• 13 years of experience in technical support or tool administration roles
• Fluency in English (other languages appreciated)