Job Title

Job Purpose:- Serve as the primary liaison for addressing and resolving internal and external customer’s issues related to the tool(s). - Monitor and maintain helpdesk dashboard for InterPlan interface. - Monitor and maintain helpdesk dashboard for Jira interface. - Responsible for tool maintenance and liaising with software provider regarding troubleshooting. - Develop reports and share insights with the senior management and external stakeholders on KPIs related to the tool(s) usage and/or outage. - Moderate monthly meetings between internal and external stakeholders. - Use the insights generated to initiate and lead continuous improvement initiatives. - Working within the global technical services team, the Business Intelligence/Technology Support Specialist will develop and implement a process for gathering and analyzing relevant information through inspection tools (InterPlan) and will provide timely reports with recommendations to Senior Management. - The Business Intelligence/Technology Support Specialist will be responsible for conducting statistical analysis of operational data and develop detailed reports, charts and graphs based on various mathematical models and business needs. - The Business Intelligence/Technology Support Specialist will also be responsible for producing and maintaining detailed documentation including writing and updating technical specifications. - The Business Intelligence/Technology Support Specialist will be responsible for tool maintenance and liaising with software provider regarding troubleshooting and/or update.Key Accountabilities:- Responsible for tool maintenance and liaising with software provider regarding troubleshooting. - Serve as the primary liaison for addressing and resolving internal and external customer’s issues related to the tool(s). - Manage working in different time zones to respond to internal customer’s requests/issues (24x7 and 365 days). - Adhere to the SLAs for resolving requests/issues. - Ability to prioritize the work based on the nature of the issue/request. - Lead the internal training initiatives on the tool(s) and relevant knowledge areas. - Some travel for training, site visits and customer meetings is required. - Primary responsible person for the development and management of Interplan Forms, Dashboards and Reports. Provide insights on tool usage/outage. - Requires regular stakeholder alignment to interpret requests for development. Work closely with regional technical service managers and global key account managers to successfully roll out and implement the tool. - Primary contact for Interplan related business analysis functions with US based supplier. - Responsible for interoperability functions of Interplan w/ customer management software’ such as SAP, PCMS, Maximo, Meridian, etc. - Identify potential business opportunities and undertake business development initiatives to grow technical services in the region. - Identify cross-BU opportunities to grow the services business and explore the interoperability of the tools for other BUs - Work closely with marketing and commercial organization to promote the services business in marketing events - Lead continuous improvement initiatives.Experience:- 0-2 years’ experience application development and maintenance with Microsoft SSRS, SAP BI, and visualization tools like PowerBI, Tableu and similar. - experience with SharePoint and Access; ETL is a plus. - experience in building and maintaining complex reports, charts, and graphs is required. - Demonstrate continuous improvement mindset and open to learning - excellent verbal and written communications skills along with the ability to work independently and collaboratively is a must, as is strong analytical, organizational, and interpersonal skills. - Ability to manage stakeholders’ expectations and navigate through cross-cultural working environment. - Develop and implement long-term strategies around the tool(s) and KRAs. - Bring-in innovation mindset and strong project management skills. - Willingness to learn.PREFERRED QUALIFICATIONS- BA/BS Degree in Computer Science or equivalent experience; Freshers are welcome to apply! - Prior work experience as a Data Analyst or ETL specialist supporting data warehouse and reporting. - Prior experience in commercial/business development areas would be an added advantage; not mandatory - Inspection-related experience (certifications -NACE/AMPP would be an added advantage); not mandatory - PMI-PMP or Scrum certifications would be an added advantage. - Experience in SQL Server, SQL Server Reporting Services (SSRS), SQL Server Analytical services, Power BI, Power Query, and other data visualization tools is preferred.