Description

• ABOUT THIS ROLE
  
  The Associate Business Analyst would act as a process SME for the PLM - GEMS cluster in the Engineering, Manufacturing, and Sustaining (EMS) domain.
  
  The PLM - GeMS cluster consists of the following applications:
  
  A globally used critical and complex system built on ENOVIA - Product Lifecycle Management (PLM) solution from Dassault Systems is used as an enterprise-wide PLM system to enable efficient product development & support and ensure product data governance. Another application built on the EXALEAD solution from Dassault Systems is used to enhance information search and indexing capabilities. A couple of other custom built applications facilitate Knowledge Management (capturing of standards and best practices in Engineering and Manufacturing) and support file conversion and printing.
  
  The end users supported are the global community in Schlumberger using these systems. In accordance with the business needs, he/she would utilize the knowledge of business to expedite formulation of requirements for application enhancement requests and guide the technical team for all process related queries. He / she would be able to provide functional expertise and support on ticket resolution for these applications.
  
  KEY RESPONSIBILITIES/ACCOUNTABILITIES
  
  Functional Support:
  
  • Provides L2 functional support for the PLM - GEMS cluster of applications to the business
  • Troubleshoots process/functionality related issues and resolves escalated tickets related to the PLM - GeMS applications
  • Validates and details application enhancement requirements from business users and converts the same into proper requirement specifications for onward submission to development team / L3 service providers
  • Works with support teams to manage execution of change requests / application upgrades and organize deployment and transition to service operations
  • Proactively brings ideas based on his/her experience and understanding of the business users' needs for new development and enhancements
  • Assists in business process redesign as needed
  • Communicates the solution to business directly or through other support personnel
  • Serves as a subject matter expert for the Product Lifecycle Management process
  
  
  Application Co-ordination & Support
  
  • Answers, analyses and provides quality checks for incoming tickets from end users and routes them appropriately
  • Gathers and validates change requests and bug fix requirements
  • Supports governance forums to ensure tickets are resolved on time and sends reminders when needed
  • Organizes ad-hoc backlog campaigns
  • Liaises with other Business application groups in day to day operations
  
  
  Improve quality
  
  • Assists in UAT testing of new application functions, releases and facilitates promotion of new features/functionalities among user community
  • Leads internal capability building activities including knowledge dissemination, training, asset creation etc.
  • Helps in creation & update of knowledge documentation specific to the processes and functional areas within the EMS domain
  • Reviews metric reports and dashboards on ticketing analysis and performance