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WinShuttle Support Agent

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Date: Jun 17, 2022

Location: Barreal, H, CR

Company: NTT DATA Services

30%        APPLICATION MONITORING AND MAINTENANCE

  • Responsible for performing and/or assisting with less complex technical aspects of WinShuttle upgrades and enhancements.
  • Monitors recurring incidents and uses a developing knowledge of problem management methods to identify patterns relating to underlying root causes of incidents.
  • Follows fully defined processes and procedures to administer and maintain user access to WinShuttle and assists in projects related to risks and controls.
  • Has a developing and basic knowledge of Cargill technology, compliance standards, industry trends and developments.

 

20%        BREAK / FIX PROBLEM RESOLUTION

  • Under direct supervision reviews and analyzes incoming incident tickets and/or user requests and determines priority in accordance to service level agreements.
  • Performs basic and less complex day-to-day incident and problem resolution by troubleshooting or researching technical WinShuttle issues and offering proactive and reactive application support to the end user.
  • Drafts and maintains troubleshooting documentation to assist in the resolution or elimination of incidents.
  • May participate as part of an on-call rotation and responds to critical application issues outside of normal working hours as needed.

 

20%        APPLICATION IMPLEMENTATION AND RELEASE MANAGEMENT: 

  • In collaboration with other IT staff, follows release management processes and under direct supervision performs or assists with the programming, configuration, testing and deployment of fixes or updates for WinShuttle version releases.
  • Includes performing or assisting with the installation of patches, updates, and releases on development, test, quality assurance and production systems
  • Performs analysis on less complex, short-term implementations of solutions considering cost, reliability, performance and business strategy
  • Stays informed from WinShuttle development teams and more senior team members and assists in preparing for new development efforts that will need to be supported.
  • Responsible for basic and less complex change request handling and effective change controls specifically relating to business unit and enterprise-wide implications.

 

 

 

20%        RELATIONSHIP AND SERVICE MANAGEMENT:

  • Interacts with business application users to develop a basic understanding of the business and goals. Keeps an open channel of communication with users and responds to basic application support requests and needs.
  • Under direct supervision communicates and interacts directly with application users via telephone, email or web interface to provide solutions to basic application issues, questions or support tickets.
  • May interact with internal IT staff as well as third-party vendors as needed to provide appropriate application services and support.
  • Utilizes developing and basic WinShuttle knowledge to assist in facilitation of application training sessions as requested by business users.
  • Has a developing understanding of service level agreements and learns appropriate services to meet user expectations.
  • Responsible for documenting and tracking support services provided, including incidents and user requests, using Cargill's incident tracking software.
  • Utilizes developing and basic application knowledge to ensure application technology complies with Enterprise Architecture framework. Creates and/or provides input to application framework variances as needed. May participate in working groups to develop or update target architectures.

 

10%        Other Project Delivery Responsibilities (may include some or all the following):

  • Manage workload and priorities to deliver agreed upon project milestones.
  • Prepare and execute training of users and operations teams.
  • Provide post-implementation support to Operations team through transition period.
  • Lead process improvement initiatives within team.

Minimum Required Qualifications

  • University degree in IT, Computer Science or equivalent experience
  • 1 or more years successfully working as application support specialist or related experience.
  • Proficiency with SAP
  • Proficiency with MS Office Suite (Word, Excel, PowerPoint), specially in Excel.
  • Advanced English level
  • Project demands on occasion may require work during non-standard business hours.   An example would be working with a BU partner or off-shore development team member in a different time zone.
  • Excellent verbal, written and technical communication skills and interpersonal skills
  • Strong problem-solving skills and attention to detail
  • Demonstrated ability to multi-task and work effectively within tight schedules

 

Preferred Qualifications

  • Experience in at least one RPA tool, for example UiPath, Automation Anywhere, Blue Prism, etc.

Experience working in ERP master data teams

 

Career Development:

  • WinShuttle Support Agent has an opportunity to get promoted internally as per business requirements.

Competency:

  • Work on sypport for Complex/Advanced application Solutions

Relationship Management with internal team


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