Analyst- IT I Mys

5 months ago

Malaysia First Solar Full time

**Basic Job Functions**:
**Education/Experience**:

- Bachelor’s degree in Supply Chain Mgmt in the areas of Production Operations, Logistics, Purchasing, Inventory Control, Warehouse Mgmt or Computer Science/Information Technology or equivalent
- Minimum 2 years of related work experience in the related field
- Knowledge of ERP relevant module(s) is preferred
- ITIL Foundation Training & Certification preferred

**Required Skills/Competencies**:

- Knowledge of Procurement functionalities (PDH - Product Data Hub, Interclass/Intraclass UOM, PR/PO approval, Delegation rules, Purchase Agreement, Supplier Portal, Sourcing)
- Knowledge of Order Management functionalities is a plus
- Basic knowledge of ERP in the areas of Production Operations, Logistics, Purchasing, Inventory Control Mgmt. or Warehouse Mgmt.
- Basic understanding of Supply Chain Mgmt. and best practices
- Working knowledge of ticketing system such as ServiceNow, Remedy or equivalent
- Demonstrated ability to prioritize and handle multiple issues and tasks simultaneously, whether working independently or with other people
- Good command of spoken and written English
- Demonstrated ability to communicate effectively with end users and team members
- Ability to document processes, specifications, working instruction and solutions to drive the creation of support knowledge base system
- Ability to work with functional departments and consultants effectively
- Proven interpersonal and team player skills with multi-national locations
- Ability to work with global customer base. Need to be available to work in various time zones such as Americas, APAC and EMEA as needed
- Basic proficiency in writing queries in Oracle ERP, SQL, Crystal or equivalent
- Basic proficiency in MS Office - VISIO, Excel (pivot table, charting, macros)
- Oracle ERP relevant module training and certification a plus

**Essential Responsibilities**:
**_Primary Responsibilities: _**
- Serve as Oracle ERP Level I support to review and resolve tickets as they are logged
- To monitor and to ensure proper assignment of tickets in the queue
- Ability to assess issue and provide solution for Level I tickets
- Proactive monitoring of interfaces to/from Oracle ERP system
- Review tickets by frequency and categorization to identify patterns for potential improvements
- Monitoring of open tickets to ensure SLA compliance and escalation of aging tickets
- Monitoring of integrations between Oracle ERP Cloud and WMS Cloud system
- Documentation of business processes and work instructions
- Leverage ticket resolutions in the creation of a Support Knowledge Base system
- Ensure compliance with Quality, Environment, Health and Safety and Responsible Business Alliance policies and procedures that is enforced within the organization.

**_Key Competencies: _**
- Assume ownership and responsibility in understanding incident logged, validate issue on hand, perform assessment and analysis to drive problem resolution consistent with SLA
- Analyses ERP Level I support processes, identifies alternative solutions, assesses feasibility and recommends new approaches
- Collect and review ServiceNow incident tickets support to ensure proper resolution and the identification of potential areas of improvements
- Takes responsibility to follow through incident resolution and in getting end user satisfaction
- and confirmation before resolving a ticket
- Active engagement in issue handling and alternatives for resolution. Keep customer informed of the status and ensure full satisfaction before resolving an incident
- Monitors service delivery performance metrics and liaises with managers and customers to
- ensure that service level agreements are not breached without the stakeholders being given the
- opportunity of planning for deterioration in service
- Takes responsibility for investigative work to determine business requirements and specify effective business processes, through improvements in information systems and procedures
- Escalates and asks for assistance as appropriate
- Works to ensure quality outputs
- Shows a willingness to develop self
- Demonstrates the First Solar Values and Behaviors

**Physical Requirements (if any)**:

- Will sit, stand or walk short distances for up to the entire duration of a shift
- Will climb stairs on an occasional basis
- Will lift, push or pull up to 27 pounds on an occasional basis
- Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis
- 20/40 vision in each eye, with or without correction, is required
- Must be able to comply with all safety standards and procedures
- May reach above shoulder heights and below the waist on a frequent basis
- May stoop, kneel, or bend, on an occasional basis
- Ability to wear personal protective equipment is required (including but not limited to, steel toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron and arm guards)
- All associates working on the production floo

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