• Technical Support Engineer

    Location CN-Shanghai
    Requisition ID
    2018-11415
    Business Area
    Global Shared Services
    Category/Discipline
    Information Technology/Software Development
    Position Type
    Permanent employment
  • Local Unit & Position Description

    DNV GL Global Shared Services IT is a truly global internal organization with approximately 380 employees located in 22 countries delivering IT services and capabilities to the DNV GL company and its customers. As part of DNV GL GSS IT , Application Support Shanghai & Singapore team provides support for applications used by DNV GL employees and external customers. Due to development in our office in Shanghai we are looking for experienced support engineer to join our Application Support Shanghai & Singapore team.

     

    This position will be 50% as salesforce system administrator and 50% as CRM support engineer.

     

    As salesforce system administrator, the candidate should provide on-going development and support of DNV GL Oil & Gas’ iI2 application. II2 enables inspectors and inspection coordinators to access project instructions and associated information, upload reports, fill out time sheets and expenses, and complete project assignments via the web. iInspect2 is based on the FinancialForce Professional Service Automation application residing on Salesforce.com, and is integrated to the Oracle Finance System.

     

    The candidate will be part of the Global Service Team delivering support across 4 key regions (Europe, IMEA, Americas and APAC) with daily interaction with key Business sponsors and contacts. You will align into the Global Operating Model and key ITIL aligned Service Management processes.

     

    Key accountabilities for sales system administrator will include:

    • Complete SalesForce and FinancialForce administrator classes and IT process training
    • Identify and translate internal and external customer needs thereby achieving maximum benefit from Salesforce and FinancialForce applications
    • Provide Salesforce and FinancialForce application implementation, support and maintenance including: Security, Application configuration, Customization, Workflow, Reports
    • Work with various departments within the wider Global Shared Services IT (GSS IT) organisation and other cross-functional support teams to ensure seamless integration of the Salesforce.com platform and data with other DNV GL systems and work processes
    • Package deployment and data migration
    • Liaise with Salesforce and FinancialForce vendors on a day to day basis
    • Liaise with system administrator peers in GSS IT (based in MEA, UK and USA)

     

    As CRM support engineer, the candidate will be part of the Global Service Team delivering support for Siebel Customer Relationship Management applications which include Affinitas, Concert and Auditor App.

     

    Key accountabilities for CRM support will include:

    • Provide exceptional customer service with adherence to SLAs
    • Ensure that incidents are dealt with according to customer and priority needs
    • Take ownership of registered incidents, tracking the progress of all tickets and follow-up with the customer to ensure that they are satisfied with the resolution
    • Proactively understand customer needs and business process to identify areas of improvement
    • Develop and maintain knowledge base and skills, keep up-to-date with new processes, procedures and developments
    • Cooperate with 3rd line developer team, participate in testing of new releases or contribute to virtual
    • Liaise with team members in GSS IT (based in Oslo, Houston, Singapore and Shanghai)

    Position Qualifications

    • Competency in Windows 10 and MS Office Tools (Word, Excel)
    • Experience implementing and configuring Salesforce.com, certification preferred (ADM201) as a minimum.
    • Technical support experience, at least two years preferred
    • Excellent customer service skills, including the ability to work with users of all skill levels
    • Proficiency in English: strong verbal and written communication skills (the working language is English)
    • Knowledge of IT Service Management and best practices (e.g. ITIL)
    • Moderate knowledge of Windows Server (Active Directory, Permissions, monitoring Windows services)
    • Knowledge of SQL language
    • General understanding of networking/LAN/WAN/DMZ concepts
    • Ability to work well within a multi-disciplinary team structure, but also independently
    • Ability to meet agreed deadlines, with demonstrable productivity
    • Ability to quickly learn several proprietary applications that are core to our business
    • Experience with Financial-Force Professional Services Automation application will be a plus
    • Experience with Oracle Cloud will be an advantage
    • Associate degree in IT or other related field will be an advantage

     

    Personal characteristics:

    • Excellent interpersonal skills
    • Self-motivated and eager to learn
    • Punctuality
    • Proactive and solution-oriented mindset
    • Customer focus
    • Flexibility and openness to changes
    • Responsibility for own development and assigned tasks
    • Efficiency in daily work

    Company & Business Area Description

    DNV GL is a global quality assurance and risk management company. Driven by our purpose of safeguarding life, property and the environment, we enable our customers to advance the safety and sustainability of their business.

    We provide classification, technical assurance, software and independent expert advisory services to the maritime, oil & gas, power and renewables industries. We also provide certification, supply chain and data management services to customers across a wide range of industries.

     

    Combining technical, digital and operational expertise, risk methodology and in-depth industry knowledge, we empower our customers’ decisions and actions with trust and confidence. We continuously invest in research and collaborative innovation to provide customers and society with operational and technological foresight.

    With origins stretching back to 1864 and operations in more than 100 countries, our experts are dedicated to helping customers make the world safer, smarter and greener.

     

    The Global Shared Services (GSS) organization within DNV GL provides high quality, cost effective services and processes within Human Resources, Finance and IT, based on requirements defined by the business areas and Group. GSS also develops central competence for distinct services, projects and development and will support policy, procedures and system implementation on a global, regional, and local level.

     

    GSS is about bringing a team of true process experts together, going for professional service levels at industry standards, and offering centers of expertise for competence based advisory. We are driven by people’s competence and motivation to help and support the business areas. As a member of the GSS community you act in a professional, multi-cultural, competent and service oriented environment with good possibilities to enhance your personal competencies and expertise, and to build a strong network with colleagues around the world.

     

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