Support Analyst

As one of the world’s leading consultancies operating in the built and natural environment, we offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. Atkins India is committed to design excellence in the delivery of first-class solutions which combine innovation, imagination and best practice.

Atkins is a member of SNC Lavalin Organization. Founded in 1911, SNC-Lavalin is a global, fully integrated professional services and project management company and a major player in the ownership of infrastructure. The combined entity of Atkins and SNC-Lavalin has created one of the largest global engineering and project management consultancies with approximately 50,000 employees and operating across 50 countries.

We are looking for a competent Support Analyst to provide fast and useful technical assistance on essential activities related to the support and maintenance of the group's HR Corporate Systems. You will answer queries on basic technical issues and offer advice to solve them. The goal is to create value for clients with fast responses and problem solving. The ideal candidate will work with projects and corporate super users and other internal IT application teams.

How will you contribute to the team?

To perform this role successfully, the individual will be responsible for but not limited to the following:

• Provide assistance in solving system issues/problems.
• Manage and address internal Workday customer issues and requests within defined SLA's.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by clients.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Participate in Workday major release review and testing by identifying impact/enhancement opportunities associated with a new release features/functionality.
• Ensure the users take advantage of Workday best practices.
• Participate in the creation of the documentation for system best practices/How to documents.
• Research the Workday Community to suggest possible improvements.
• Provide accurate information on Workday Application.
• Record events and problems and their resolution in logs.
• Follow-up and update client status and information.
• Pass on any feedback or suggestions by clients to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Debug production issues and resolve them quickly with permanent fixes.
• Document all requests and ensure that the project management process methodology is adhered to including submission/updates to the client board as required.

What will you contribute?

• Mandatory: Minimum 3- 5 years of professional experience.
• Bachelor's degree in human resources or information technologies, or any other relevant training or experience.
• Proven experience as a support Analyst or other customer support role.
• Experience in human resources or IT desired.
• HRIS experience (Workday an asset).
• Good sense of analysis and synthesis.
• Good sense of priority management.
• Relevant experience in problem solving an asset.
• Sense of organization and initiative.
• Good knowledge of Excel.
• Excellent written and oral communication skills in English.
• Have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients.

• Proficiency in English.
• Strong verbal and written communication skills, good listener.
• Intermediate technical background (SQL, Excel, Visio).
• Understanding business processes.
• Customer focus.
• Analytical mind.
• Solution oriented.
• Working with IT outsourcing partners.
• Capacity to function in a changing environment.
• Act as a change agent.

What we offer at Atkins?

At Atkins, you will enjoy a robust rewards package which includes:

• Opportunity to work on various projects of various sizes.
• Competitive salary.
• Group Insurance.
• Employee Assistance Program (EAP).
• Learning and development programs, training, career opportunities.

The masculine gender is used only to simplify the wording. 

Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace.  EOE/Minorities/Females/Vet/Disability.

In today’s global market, diverse groups make better decisions and that better decisions lead to better business results, as such Atkins proactively recruiting and onboarding candidates from a diverse and talented applicant pool.

Please review Atkins Equal Opportunity Statement here:

https://careers.snclavalin.com/equal-opportunities-statement

Atkins cares about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

Note to staffing and direct hire agencies:

In the event a recruiter or agency who are not on our preferred supplier list submits a resume/candidate to anyone in the company, SNC-Lavalin family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency. https://careers.snclavalin.com/recruitment-agencies