Senior Solutions Analyst

Overview

Senior Solutions Analyst in BP's People & Culture Services + Solutions team, supporting the design, maintenance and day-to-day delivery of case management and telephony solutions for HR service-enabling technologies.

What you'll do

• Provide support in the design of solutions that may apply to bp globally, across businesses, regions and countries.
• Deliver allocated tasks such as access analysis and system solve accurately and promptly.
• Understand stakeholder needs and take actions accordingly.
• Collaborate with 3rd party suppliers within the Agile framework and document system requirements clearly.
• Represent bp in day-to-day engagements with the vendor's team and support requirement gathering, documentation, prioritization and delivery.
• Participate in and drive agile ceremonies.
• Create and maintain user stories, test cases and functional documents.
• Drive knowledge sharing and capture, deliver training sessions and manage release communications.
• Gather and analyse internal data and provide insights into trends and gaps.
• Carry out incident and problem management for live production incidents.
• Analyse support tickets and intercept or resolve process or technical queries raised by bp employees or third parties, liaising with People, Culture & Communications colleagues.
• Ensure incident resolution takes place within agreed service level agreements, escalating where this is not possible.
• Maintain the solutions services catalogue and keep it up to date.
• Capture, document, test and monitor configuration requirements for bp People and Culture service-enabling systems (CRM, Telephony).
• Ensure platform configuration is thoroughly tested prior to release to customers or production environments.
• Engage business testers and support test execution and tracking.
• Support system patch activity and ensure ongoing SaaS releases do not adversely affect the performance of technical platforms.
• Develop in line with the Solutions release cycle and raise improvement opportunities to streamline processes.
• Support organisational change activity, working closely with organisational change and service delivery teams.
• Develop and present recommendations to partners, and run show and tell sessions.
• Identify areas for process and system improvement, embracing technology and developing cost-effective services.

What you'll need

• Bachelor's Degree in Economics, Business, Finance, Accounting or a related field, with relevant language skills.
• Professional qualification in a relevant field, or equivalent experience.
• Demonstrated ability with Salesforce or other SaaS CRM.
• Minimum of 4-5 years of experience in data quality and integrity.
• Experience in customer management and collaboration.
• Shared service centre experience; preferably in oil and gas industry or any multinational.
• MS Office experience.
• Superb communication skills and agile work.
• Proactive, solution-focused, solid attention to detail.
• Able to use independent judgement and contribute in a team environment.
• Experience translating business requirements into functional designs.
• Consistent record of evaluating and driving improvement solutions.
• Ability to engage with and influence key business customers.
• Ability to prioritize engineering decisions and implement tasks independently, with timely follow-up and resolution.
• Strong team alignment skills and ability to work cross-functionally.
• Experience with content management systems.
• Extensive understanding and experience using Microsoft Excel.

Nice to have

• Exposure to projects that use Agile and Waterfall methodologies.
• Experience in telephony.
• Experience working within a global organisation, including using social media style tools to support communications and engagement across time zones.

Details

• Location: Pune, India.
• Work mode: hybrid of office and remote working.
• Travel: up to 10% expected.
• Relocation assistance: eligible for relocation within country.
• Employment type: full time, though flexible working arrangements may be considered (contact the hiring manager or recruiter).