Senior Support Consultant, Hexagon EAM

About NTT DATA Business Solutions:

NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group a top 10 global IT services provider, headquartered in Tokyo, operating in more than 50 countries. We combine a global reach with local intimacy to provide premier professional SAP services from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.

As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.

Our global award-winning SAP practice, differentiated by innovation is the undisputed leader in SAP S/4HANA. With about 500 SAP HANA clients and more than 300 SAP S/4HANA clients.

Our clients trust our deep experience and proven approaches - all around the world.

Requirements

Summary of Role:

As a Hexagon EAM Support Consultant, you will be responsible for working day-to-day with a team of Managed Service Support Consultants delivering services to a wide range of UK clients, plus some global clients. This is a very customer focused, hands-on role where the Senior Consultant will be expected to work on customer issues, developments, as well as collaborate with other functional and technical consultants, within the UK Managed Services Team. This role will be remote, with some travel to NTT Data BS offices and customer sites, on occasion.

The ideal candidate will be able to encourage effective team working by seeking input from team members and will support team members (technically and operationally) in achieving continuous improvement by encouraging ideas and recommendations for procedural, operational and system improvements. Strong technical abilities will be critical in identifying solutions and assisting with any issues as they arise.

This role will report to the UK Hexagon EAM Team Lead for the day-to-day activity, within the Managed Services AMS Team.

Key Responsibilities:

• Provide application support across the Hexagon EAM software and the associated integrations/add-ons through telephony, e-mail, and self-service tools.
• Log and update Incidents and Requests (within the ticket management tool) with the relevant actions to keeps Customers and others informed of ticket progress.
• Diagnose, troubleshoot, and resolve unique, nonrecurring problems while classifying the impact and urgency of the ticket and determining the source of issue.
• Provide proactive workarounds where technical constraints impede the business process.
• Escalate issues and involve other support consultants wherever required to resolve issues as quickly as possible.
• Use remote resolution methodologies such as TeamViewer to apply software fixes, upgrades, system changes and amendments.
• Liaise with 3rd parties for all software bugs while following up to ensure NTT Data BS SLAs are met or exceeded.
• Document procedures, knowledge base articles, training manuals in adherence NTT Data BS Support processes and templates both internally and Customer facing.
• Ensure operational processes are adhered to including Incident Management, Requests Management, Major Incident and Problem Management.
• Identify potential consultancy and/or training requirements while dealing with the Customer and passing these to appropriate Account Manager(s).
• As required, review and test Hexagon EAM and internal SDK development patches and versions.

Essential:

• 3 years plus of supporting, troubleshooting and resolving Hexagon EAM implementations and associated integrations/add-ons.
• Proficient in SQL/Oracle Flex Business Rules.
• A thorough understanding of core Hexagon EAM concepts & Advanced Reporting (Cognos).
• Integration experience on Infor Products – OS, Mingle, ION & SunSystems.
• High level of verbal and written communication skills in English and local language.
• Documentation skills including functional specifications, test scripts.
• Work within a remote consulting support team for contracted customers using the NTT Data BS service management systems and processes.
• Deliver solutions within defined SLA or requested dates.
• Feedback potential Hexagon EAM solutions in a logical way for both knowledgeable and non-knowledgeable audiences.
• A strong ability to understand business processes and design