Senior Analyst, Technical Application (Manufacturing)

Job description / Role

Engineering Services

Job purpose

This role includes providing efficient and customer-oriented specialized 1st and 2nd line application support for the business, manufacturing and system integration applications of Borouge; supporting the systems' development; and contributing to the technical applications' projects, while providing the necessary support and training for the end users.

Key accountabilities

Job specific accountabilities

• Perform 1st and 2nd line application support for the reported incidents, requests and problems of MAS and integration applications via phone calls, emails, remote and in-person support.
• Fix problems reported for MAS and integration applications from the client support team by performing root cause analysis thereby providing a permanent solution.
• Coordinate with registered 3rd party suppliers for the timely resolution of complex incidents and problems reported by 1st line of support for MAS and integration applications.
• Ensure reported incidents of MAS and integration applications are resolved completely with accurate resolution so that repeat incidents are minimized.
• Monitor timely to provide the agreed level of availability for the MAS and integration applications by conducting periodic monitoring to fix major incidents and problems within the agreed target response time.

• Analyze the users' requirements to initiate the required improvements for the current systems as part of developing or expanding the system functionality.
• Evaluate the current systems and propose system modifications or new designs to enhance the functionality of the existing systems to meet business requirements.
• Participate in investigative studies aimed at the implementation of new applications within MAS and integration areas.
• Keep updated and perform extensive research and study on possible opportunities of adapting new technologies within application area based on value added to the enterprise.
• Develop the required enhancements within MAS and integration applications based on business requirements to meet the growing demands of the business.

• Coordinate the implementation of projects specific to MAS and integration applications with the projects department; this includes scope of work, tender documents, bid evaluation, engineering, construction and commissioning.
• Research and develop new products and solutions, while assessing their viability and coordinating project implementation according to company policies, procedures, and specialized professional standards.
• Check all related activities to ensure effective implementation of the MAS and integration applications by liaising with other internal functions to ensure any changes to requirements are addressed and performed within timelines.
• Collate relevant information for the generation of MAS and integration department KPI reports within specified timeframe for management to aid in their decision making and control processes.

• Draft and subsequently maintain corresponding MAS and integration applications support installation standards and procedures to be implemented organization-wide.
• Liaise effectively with customers to ensure service meets required standards and expectations and all user-related incidents and problems are addressed appropriately.
• Provide adequate supervision and training for users to help them adapt to the new or enhanced features of the MAS or integration applications so that the end-users benefit the best use of the Borouge set of applications.
• Review, develop and maintain training manuals, user guides, and provide training to end-users and customer services staff on the applications to facilitate the smooth implementation and resolution of application problems.

Qualifications, experience, knowledge & skills

• Bachelor’s degree in Computer Science, Information Systems, or another engineering-related field.
• Fluency in English language, written and oral.
• Sound knowledge of Borouge line of business operations.
• Sound knowledge of MS Office applications.

• Minimum of 5 to 8 years of experience in applications support, preferably SAP, LIMS, TIBCO, PI, etc.
• Preferably in a corporate multi-location production company.
• Hands-on modelling enterprises related to manufacturing applications.
• Profound knowledge of manufacturing application architecture.
• Good knowledge of IT-related technologies, solutions, and best practices.
• Experience in technical projects, operations and customer interaction.
• Sound knowledge in developing and delivering training and awareness sessions.
• Experience working on business process improvement, leveraging information and technology.
• Good application troubleshooting and support skills.

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