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Sapphire is a notable employer that is part of the NTT DATA Business Solutions Group, an esteemed entity within the NTT DATA Corporate Group. This group is recognized as one of the top 10 global IT services providers and is headquartered in Tokyo, Japan. Operating in more than 50 countries, NTT DATA Business Solutions specializes in delivering premier professional SAP services. Their offerings encompass consulting rooted in deep industry expertise, digital innovations, cloud solutions, automation, and business IT outsourcing.
With over 15,000 SAP experts spanning 31 countries, the group is renowned for its capability to address real challenges while leveraging the SAP strategy and operations of clients. They have a global award-winning SAP practice, set apart by derivative innovation, and have established themselves as the leader in SAP S/4HANA.
The role of Senior Support Consultant for Hexagon EAM entails collaborating closely with a dedicated team responsible for delivering support services to a wide range of clients in the UK and globally. This position is characterized by a strong customer focus and involves hands-on engagement with customer issues, developments, and collaborations with other functional and technical consultants.
This is primarily a remote role, though it may entail occasional travel to NTT Data offices and client sites. The successful candidate will be expected to cultivate an effective team dynamic, encourage team input, and support continuous improvement initiatives through suggestions and ideas for procedural enhancements.
Key responsibilities include:
Provide robust application support across the Hexagon EAM software, including troubleshooting and resolving integration issues via various communication channels, such as telephony and e-mail.
Log incidents and requests in a ticket management tool and ensure proactive updates for customers regarding ticket progress.
Diagnose and address unique, nonrecurring issues while assessing the impact and urgency of incidents.
Implement remote resolution methodologies to apply software fixes and system changes and maintain communication with clients for effective resolution.
Liaise with third parties for any software bugs, ensuring service level agreements (SLAs) are prioritized and met.
Document support processes, knowledge articles, and manuals for internal and customer-facing use. It is critical to adhere to operational processes like Incident Management and Problem Management.
Identify needs for consultancy and/or training and communicate these to the appropriate account managers as necessary.
Participate in the review and testing of Hexagon EAM and internal SDK development patches and versions when required.
To be successful in this position, candidates should meet essential qualifications, such as:
A solid background in supporting, troubleshooting, and resolving Hexagon EAM implementations and related integrations, ideally with more than three years of experience.
Proficiency in SQL and Oracle Flex Business Rules, along with a thorough understanding of core Hexagon EAM concepts and advanced reporting using Cognos.
Experience with Infor products like OS, Mingle, ION, and SunSystems is crucial.
Strong verbal and written communication skills are paramount, with proficiency in English.
Effective documentation skills that include creating functional specifications and test scripts.
Experience working in a remote consulting support environment for contracted clients.
Proven ability to deliver solutions on time within defined SLAs.
Capability to analyse client business requirements and map solutions accordingly.
Excellent interpersonal communication skills for collaboration with customers and functional teams.
As part of a commitment to fostering a healthy work-life balance and supporting employees' well-being and career growth, Sapphire offers a comprehensive benefits package that includes:
A home-based contract with the flexibility to work from home while also accommodating necessary travel to company offices and clients.
An attractive holiday allowance of 25 days of paid leave annually, alongside a unique "Free Fridays" initiative, offering an additional 12 days off each year.
Financial security through Group Life Assurance, covering four times the base salary, and a competitive pension scheme with an employer contribution of 5%.
An Income Protection plan providing assurance in unexpected job loss scenarios, and a Private Medical Insurance plan that supports employees' health needs.
Provision of crucial technology tools, such as a laptop and mobile phone for seamless work connectivity.
Wellness initiatives including a cycle-to-work scheme and an electric car leasing option that promote sustainable transportation.
In conclusion, the Senior Support Consultant position at Sapphire within the Hexagon EAM framework represents a fulfilling opportunity for candidates wishing to leverage their technical support skills in a dynamic and supportive environment while enjoying extensive employee benefits.
This job offer was originally published on himalayas.app
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