上海招聘

Job description / Mission
The Mission of ASAP Business Systems - End User Support team is to provide the highest level of service and creating stakeholder value while reducing the number of customer incidents through training and enhancements on the certified application portfolio. As part of a global acting team, this individual will be responsible for enhancements, 2nd level production support, problem management and deployment of our Lotus Notes/Domino , web and mobile applications focusing on the APAC region.



In his role the candidate should also:

· Liaise with Functional analysts, Service desk and Outsourced providers to assist in resolving problems with Business Systems supported common applications and tools (i.e. ERPs, CRMs, eCommerce, Workflow and Collaboration, etc).

· Deploy and support applications to agreed customer service requirements.

· Research, identify, analyze, and fulfill requirements of Business Systems users.

· Assists in programs to educate management and users.

· Administer and analyze test results and provide suggestions to the delivery department.

· Assist in developing and maintaining up to date user manuals and guidelines.

· Distribute requests made by the business through the standard ticketing system to members of the support Team.

· Provide 2nd level support to internal business customers to resolve issues

· Provide and document workarounds for known errors

· Perform Integrity / Design Compliance Check for Local Applications

Experience requirements
· Strong Lotus Notes/Domino knowledge with capability to analyze application errors giving feedbacks to developers and to realize small changes according to the corporate standards.

· Excellent customer support skills.

· Excellent communication skills with management, customer representatives, domain experts, and members of the support team, ability to communicate effectively both with technical and non-technical staff

· Hands-on experience developing test cases and test plans.

· Flexible and adaptable in regards to learning and understanding new technologies.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Experience working both independently and in a team-oriented, collaborative environment.

· Knowledge of the ITIL framework

· Knowledge of Project delivery fundamentals

· Strong willingness to learn and grow both technically and professionally.

Knowledge
Successful candidate will have strong customer and business experiences/skills. He/She must be well-organized, attentive to details, and the ability to simplify communications to non technical audiences along with a demonstrated ability to meet deadlines and juggle multiple priorities.

Technical experience in programming and debugging applications, that are written in IBM LotusScript and IBM Lotus formula language, are a must. Some experience with web development (using Domino and other technologies) and knowledge about connectivity between AS/400 and Domino/web experience is required, along with ODBC and LEI are a plus.

Ability to partner with other service teams and third party vendors.

Educational requirements
· Bachelor's degree in a Technical/Scientific discipline or equivalent experience, OR 5 years experience in customer support, OR relevant combination of education and experience.

· Fluency in English, spoken and written is a must. Other languages are an asset.

· ITIL Foundation training

Personality requirements
The successful candidate must have the ability to anticipate problems and take decisive action, giving regard to the impact on both the client and the company. The ability to work well with others in an integrated team environment with a matrix organization and virtual teams is essential.

· Willing to travel about 10% of the time.

· Excellent interpersonal, client and communication skills.

· Highly self motivated and directed.

· Committed to achieving deadlines

· Keen attention to detail.

· Proven analytical, evaluative, and problem-solving abilities.

Country and city description
The candidate will be located in Shanghai (China).

关于阿特拉斯科普柯集团
阿特拉斯·科普柯是世界领先的可持续生产力解决方案提供商。 集团为客户提供创新的压缩机、真空解决方案和空气处理系统、动力工具和装配系统。阿特拉斯·科普柯专注于开发具备生产力、能效、安全性和人体工程学特点的产品与服务。公司成立于 1873 年，总部位于瑞典斯德哥尔摩，业务范围遍及全球 180 多个国家/地区。2017 年，阿特拉斯·科普柯收入为 860 亿瑞典克朗（90 亿欧元），员工人数接近34000 名。

关于阿特拉斯 ·科普柯中国
20世纪20年代，阿特拉斯·科普柯的产品以从欧洲进口的方式初次涉足中国市场。1959年，阿特拉斯·科普柯在中国台湾成立了***家公司。时至今日，集团的四大业务领域：压缩机技术、真空技术、工业技术、动力技术，均已全面落户中国，并着力于全面开拓售后服务市场。各业务领域通过全球化网络及多品牌运营，为客户提供包括移动式压缩机、动力工具及泵、气动及电动工具和装配系统等产品，并以覆盖全国各地的销售、分销、服务以及维修网络作为其坚强后盾。截止2017年底，阿特拉斯·科普柯在中国拥有4898名员工，在全国设有200多家地方办事处。作为集团的最重要的市场之一，阿特拉斯·科普柯将进一步发展中国市场，通过创新的工业解决方案，不断扩大在中国的市场占有率，为中国客户持续提供可持续的生产力。