Job description
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
If you believe in developing a better tomorrow, read on.
WE ARE LOOKING FOR ...... First point of contact to respond to issues and queries from AIA's Business Users and to provide solutions based on existing catalog/ knowledge base.
. Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
. Liaise closely with Team Lead / Senior Manager such as reports, new application rollout, KT by providing timely and satisfactory respond on all queries.
Job Requirements :
Education
Experience
Certifications/licenses
Special skills
If you believe in developing a better tomorrow, read on.
WE ARE LOOKING FOR ...... First point of contact to respond to issues and queries from AIA's Business Users and to provide solutions based on existing catalog/ knowledge base.
. Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
. Liaise closely with Team Lead / Senior Manager such as reports, new application rollout, KT by providing timely and satisfactory respond on all queries.
Act as the first line of support for the group applications, namely SAP, CONCUR, ARIBA, SAS, Smartsheet and others.
Responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately adhere to Incident Problem Crisis (IPC) Process.
Perform investigation and diagnosis of incidents with references to existing knowledgebase / problem management database / list of known errors.
Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
Highlight and escalate recurring Incidents which are similar in nature and looking for permanent fix under Problem Management.
Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
Escalate Major Incidents to Application Service Team Lead & Manager.
Escalate and highlight Incidents that are at risk of breaching SLA to Application Service Team Lead.
Closely follow up with outstanding Incidents and Service Requests up till closure and ensure that users are informed about their ticket status.
Provide support to Team Lead, Manager & Senior Manager when necessary.
Managed Vendor service such as IR/SR ticket handling, resolution & overall BAU service delivery.
Job Requirements :
Education
Bachelor's degree in IT, Accounting, or other relevant discipline.
Experience
Candidates with over 5 years' experience are encouraged to apply.
Working experience in SAP CONCUR and/or SAP ARIBA is preferable.
Experience using ITSM tools (i.e. Ticketing Tools) is an added advantage such as JIRA, SNOW & Solution Manager.
Familiar with SLA Reporting and KPI Dashboard.
Certifications/licenses
N/A
Special skills
SLA familiarity and performance driven work culture.
Ability to diagnose and resolve basic technical issues.
Ability to deal with fast-paced and handle stressful situations.
Ability to learn and apply Containment, Mitigation and Remediation measures.
Possess good analytical, communication, presentation, and soft skills.
Good understanding of computer systems with working knowledge of office automation software i.e. Microsoft Office, Excel.
Strong skills in time management, planning and organizing.
Resourceful, independent and result oriented.
Demonstrate and apply strong teamwork and communication with other team members, internal stakeholder, vendor & etc.
Proactive.
Generate SLA reports from different ticketing tools.
Able to speak and write in English (Mandarin, Cantonese or Malay will be added advantage).
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