Purpose of the position / the Opportunity:
Maersk Line IT is looking for a Business Objects Support Business Analyst to join the "BOXI/CODS Capability" team in which is part of MLIT's Business Intelligence Portfolio at our office in Pune, India. You will be part of a global team who handles 2nd and 3rd level support activities. You need to have a solid understanding of Maersk Line processes, systems and data preferably in the Customer Service, Operations or Finance areas. Experience using BOXI and CODS applications to support these business processes is preferred.
Our Data Warehouse Platform is Teradata Technology. Apart from being part of the support services we provide, you will be part of a Team which develops and enhance BI solutions built on the BOXI and CODS applications.
We expect that you are able to absorb large amounts of information and be able to analyze and resolve 2nd level incidents and over time be able to assist in resolving 3rd level incidents in corporation with our developers. You are a strong communicator, you are experienced in understanding the incident, and identifying if the issue is within your SME competence to be resolved or if it requires reclassification.
We need a Person who understands and has experience using BOXI and has been exposed to both the technology and the use of Reports, and a good understanding of how Users perceive Systems and Report Incidents. You are experienced in contacting Users and assisting them with understanding the reason for the issue they are experiencing and how to avoid it in the future. If a fix is needed, you will work with our Development team to understand the data and how the User operates. You know the value of a good test before introducing the fix, and how to work with Users during testing.
You will be responsible for:
Monitoring the Remedy Queue for 2nd and 3rd level incidents, assigning incidents within the Support Team as needed.
Communicating with the Users, ensuring that we meet our SLAs for response and turn times
Drive the resolution of the incidents on your own, helping your colleagues and working with our vendor responsible for development and any required technical changes on the back end.
Taking on 3rd level incident resolution for selected “SME” areas
Working with our business partners responsible for BOXI training, you will assist with providing training material and other competency lifts for the Users, based on experience from the support environment (learn from experiences and suggest solutions to reduce incident volume)
Take part in testing and other Go-live preparation Activities
We expect the right candidate to possess the following characteristics:
You are knowledgeable on the BOXI/WEBI reporting environment. You have the ability to learn, understand and recognize the typical issues in the system over time.
To efficiently work with colleagues in other locations you need to be good at evaluating the complexity in the individual incident and understand when to pass it on to a colleague for a speedy resolution.
Be experienced with key Maersk Line business processes
Have a working knowledge of BOXI and CODS
Be an experienced Team Player
Be a strong communicator - in English
The Ideal Candidate has experience from:
Working within one of Maersk Line's core business units preferably Customer Service, Operations or Finance.
the Industry, Maersk Line Processes and Maersk Line Systems
The position offers:
You will have the opportunity to be part of the Global Delivery Organization, with exposure to a large number of stakeholders in the Maersk Line organization. You will refer the US based Global Support Delivery Manager in Charlotte, North Carolina.
You will have the opportunity to be part of Project Teams with colleagues from all over the World.
For further information on this position pls contact Brijesh Kurani (BKU026)