Job Description
PIM Solution Support Specialist
Purpose of the position
The role is necessary for Supporting the PIM solutions within the framework of End-to-End Service with focus on Efficiency, Availability, Usability and Adoption to Business Stakeholders. In addition, the Support operator help fulfilling KPI reporting on global customer satisfaction objectives.
Responsibilities & duties
Responsibility
PIM Solutions (Product Information Management with STEP & DAL)
• Support the PIM Solutions at a technical standpoint on Run Operations
o Open & consider assigned new tickets coming from Support tool (ServiceNow)
o Analyze opened tickets from Support tool and define the resolution strategy
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o Find and apply a technical solution or reroute to the appropriate team (L2 Data, L3, Platform team...)
o Manage and Follow up the ticket (providing regular updates to requestor till the end of the ticket) managing permanent contact with L2 Data, L3 or Platform team)
o Ensure completion of open tickets of PIM.
o Control the Security usage of the PIM application
o Get informed with platform team about all PIM releases (Content, dates)
o Verify permanent up-to-date knowledge related PIM release & deliverables
o Ensure SLA and SSA for PIM Ticketing with team and Third Party
• Monitor the PIM Solution availability & performance
o Use daily support application helping to monitor the quality, availability, and performance of the solution.
o Take immediate actions on issues resolution or route to the appropriate team
o Extract necessary KPI for availability & performance reporting
• Report on the PIM solutions all KPI related Availability & Support RUN operations.
o Extract from tracking system all data to create dashboard report
o Propose improvements and action plan related dashboard result for continuous improvements
o Support ODME Community and their Issues
o Support NoE Manager and Community by participating to NoE meeting for Adoption Levels of the PIM System, presenting new features)
• Process
o Challenge Platform team on necessary Support documents or documents updates
o Should be in Synchronization with the PO-BO organization for process updates
o Get regular training about One Offer Platform framework
o Deployment support / Data migration for new BU / Brands
o Synchro permanently with L3 team
E xperience & Key skills
Essential
Desirable
• IT Engineer between 9-12 years of experience working preferably in Service or Support domain.
• Basic knowledge on Tools: Jenkins, Soap UI or Postman or Python Pandas
• Good knowledge on Linux OS & Bash Scripting
• MS Office suite tools.
• Experience in Ticketing/Tracking tools (Jira/ServiceNow, ...)
• Knowledge or Experience in Product Management in Schneider Electric, Product Lifecycle, Offer Marketing
• Database query language (SQL)
• Oracle environment
• Experience in Non-SQL BD (Elastic Search, MongoDB, ...)
would be a PLUS
• Exposure in Support & Services activities
• Master the technical analysis in complex situation and applications framework.
• Excellent Communication Skills in writing, spoken and Presentation.
• Ability in reporting, creating, and updating dashboard
• Willingness to work in IPO Offer Information which provides Marketing Information of our products on the Web.
• Experience in Quality Testing and Assurance.
Personal qualities & behavioural traits
Essential
Desirable
• Proven Domain (Customer Support) senior operator with good Communication and Presentation skills.
• Solid demonstrated analytical and problem-solving skills.
• Be inspirational to the team, proactive & initiative.
• Self-motivator and a good team player.
• Should be open to work in cross cultural dynamic environment.
• Team player, Collaborator
• English is mandatory for all.
• French is recommended for Indian people but not mandatory
• Capability to work in Extended hours (late during the day: for any critical incident) with exceptional possibility to be on limited call during Weekend
• Capability to work in Rotational shift, as per team needs.
Location of the Mission
Main location
Desirable
Mission will be located in India, Gurgaon area
Possibility to travel to France, Spain, India or very rarely to other key Schneider Digital locations
Academic & qualifications
Essential
IT Engineer between 5-8 years
Abbreviations & acronyms
Abbreviation
Definition
DAL
Data Access Layer new middleware dedicated to exports
E2E
End to end Service team organizing Support L2 in RUN Phase
IPO
Information, Process & Organization, now Schneider Digital, IT organization of Schneider Electric
KPI
Key Performance Indicator
NoE
Network of Excellence
ODME
Offer Data Management Expert. Role in STEP equivalent to Data Administrator
OPS
Offer Presentation System - Current PIM system application
PIM
Product Information Management, system allowing to manage Data related Product Offers (OPS & STEP are PIM systems)
SLA
Service Level Agreement
STEP
Software from Stibo System company supporting the new PIM
Qualifications
Job Description
PIM Solution Support Specialist
Purpose of the position
The role is necessary for Supporting the PIM solutions within the framework of End-to-End Service with focus on Efficiency, Availability, Usability and Adoption to Business Stakeholders. In addition, the Support operator help fulfilling KPI reporting on global customer satisfaction objectives.
Responsibilities & duties
Responsibility
PIM Solutions (Product Information Management with STEP & DAL)
• Support the PIM Solutions at a technical standpoint on Run Operations
o Open & consider assigned new tickets coming from Support tool (ServiceNow)
o Analyze opened tickets from Support tool and define the resolution strategy
o Find and apply a technical solution or reroute to the appropriate team (L2 Data, L3, Platform team...)
o Manage and Follow up the ticket (providing regular updates to requestor till the end of the ticket) managing permanent contact with L2 Data, L3 or Platform team)
o Ensure completion of open tickets of PIM.
o Control the Security usage of the PIM application
o Get informed with platform team about all PIM releases (Content, dates)
o Verify permanent up-to-date knowledge related PIM release & deliverables
o Ensure SLA and SSA for PIM Ticketing with team and Third Party
• Monitor the PIM Solution availability & performance
o Use daily support application helping to monitor the quality, availability, and performance of the solution.
o Take immediate actions on issues resolution or route to the appropriate team
o Extract necessary KPI for availability & performance reporting
• Report on the PIM solutions all KPI related Availability & Support RUN operations.
o Extract from tracking system all data to create dashboard report
o Propose improvements and action plan related dashboard result for continuous improvements
o Support ODME Community and their Issues
o Support NoE Manager and Community by participating to NoE meeting for Adoption Levels of the PIM System, presenting new features)
• Process
o Challenge Platform team on necessary Support documents or documents updates
o Should be in Synchronization with the PO-BO organization for process updates
o Get regular training about One Offer Platform framework
o Deployment support / Data migration for new BU / Brands
o Synchro permanently with L3 team
E xperience & Key skills
Essential
Desirable
• IT Engineer between 9-12 years of experience working preferably in Service or Support domain.
• Basic knowledge on Tools: Jenkins, Soap UI or Postman or Python Pandas
• Good knowledge on Linux OS & Bash Scripting
• MS Office suite tools.
• Experience in Ticketing/Tracking tools (Jira/ServiceNow, ...)
• Knowledge or Experience in Product Management in Schneider Electric, Product Lifecycle, Offer Marketing
• Database query language (SQL)
• Oracle environment
• Experience in Non-SQL BD (Elastic Search, MongoDB, ...)
would be a PLUS
• Exposure in Support & Services activities
• Master the technical analysis in complex situation and applications framework.
• Excellent Communication Skills in writing, spoken and Presentation.
• Ability in reporting, creating, and updating dashboard
• Willingness to work in IPO Offer Information which provides Marketing Information of our products on the Web.
• Experience in Quality Testing and Assurance.
Personal qualities & behavioural traits
Essential
Desirable
• Proven Domain (Customer Support) senior operator with good Communication and Presentation skills.
• Solid demonstrated analytical and problem-solving skills.
• Be inspirational to the team, proactive & initiative.
• Self-motivator and a good team player.
• Should be open to work in cross cultural dynamic environment.
• Team player, Collaborator
• English is mandatory for all.
• French is recommended for Indian people but not mandatory
• Capability to work in Extended hours (late during the day: for any critical incident) with exceptional possibility to be on limited call during Weekend
• Capability to work in Rotational shift, as per team needs.
Location of the Mission
Main location
Desirable
Mission will be located in India, Gurgaon area
Possibility to travel to France, Spain, India or very rarely to other key Schneider Digital locations
Academic & qualifications
Essential
IT Engineer between 5-8 years
Abbreviations & acronyms
Abbreviation
Definition
DAL
Data Access Layer new middleware dedicated to exports
E2E
End to end Service team organizing Support L2 in RUN Phase
IPO
Information, Process & Organization, now Schneider Digital, IT organization of Schneider Electric
KPI
Key Performance Indicator
NoE
Network of Excellence
ODME
Offer Data Management Expert. Role in STEP equivalent to Data Administrator
OPS
Offer Presentation System - Current PIM system application
PIM
Product Information Management, system allowing to manage Data related Product Offers (OPS & STEP are PIM systems)
SLA
Service Level Agreement
STEP
Software from Stibo System company supporting the new PIM
Schedule: Full-time
Req: 008YDW