Technical Support 3

SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 94,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world. Primary Responsibilities: Primary support for Workday Expenses related requests and incidents Semi-front-end group, composed of technical skilled people, attending on-line and off-line transfers from Level 1 Support Provide remote support for incidents and requests Able to spend more time than Level 1, use additional support tools, and apply specific technical knowledge to increase resolution rate (depending on which areas and capabilities granted) With Workday Expenses administration access to support end users with related concerns. Core Incident, Major Incident, Service Request, Problem Management and Knowledge practices involved. Specific Responsibilities: Resolve Workday Expenses related incidents and requests: Rules GL cross-validation rules AME rules Sector mapping to Fcode Expense item configuration (adding new, updating existing, removing/archiving) Tax codes Software Maintenance and Support. Provide specialized functional support at application level for Global Business Applications addressing on-line and off-line incidents and requests from Level 1 Participate on-line in incident resolution and diagnosis of incidents and, if necessary, collaborate with Business Applications owners and Application Support Teams. Responsible for maintaining and increasing the resolution capability of Application Support tickets by Level 1 Ensure knowledge and specialization are effectively transferred to Level 1 (e.g., periodic knowledge transfer sessions, ticket solutions, KDB documentations, …) Act as interface with Business Application owners to maintain and increase the resolution capability. Manage periodic meetings with Business Application Owners for reviewing documentation, follow-up application chang