Description
prosource.it is a managed IT services provider focusing on infrastructure, operational and project requirements across the corporate enterprise market. Our global office presence extends from Aberdeen and London in the UK to Houston, Calgary and Dubai.We have a workforce of staff and contractors worldwide and continually have opportunities in challenging and rewarding roles.
We are looking for a contractor with immediate availability for a 3 - 6 month position based in Copenhagen, Denmark. The role is part of an Applications Support service provided by prosource.it to one of its clients in the upstream oil and gas industry. The purpose of the role is to provide application support for the Surface, Sub-Surface and Business application portfolio and the end-user community, and to be the focal point for the team and stakeholders.
Core responsibilities:
- Carrying out incident management and request fulfilment for applications users
- Carrying out proactive problem management to identify and provide permanent fixes to ongoing technical issues
- Involvement in other Service Operation processes such as event management and access management
- Involvement in service transition processes applied to the applications portfolio, including change management, release and deployment management, and configuration management
- Involvement in service warranty processes applied to the applications portfolio, including availability management, capacity management, IT service continuity management, and information security management
- Taking lead co-ordination role in the resolution/completion of support requests, managing the involvement of and interaction between other support parties including:
- Application subject matter experts
- Application vendors
- Infrastructure support
- DBA support
- Desktop support
- Managing personal workload to ensure support calls are responded to and resolved within agreed service levels
- Co-ordination and implementation of changes to applications including, for example:
- Deployment of new or upgrades to existing applications
- Data migration activities
- Infrastructure migration of applications
- Coordination of end-user testing of changes to application services
Skills and Experience:
Essential:
- Experience in a customer-facing IT support role
- Extensive experience in providing technical or business application support
- Certified in ITIL v3 or above to at least Foundation level
- Previous experience in organisations where English was the working language
Desirable:
- Experience in IT support roles in the upstream oil and gas industry
- Experience in supporting applications in the upstream oil and gas, industry, including EDM/EDT, Spotfire, WOMS, Petrel, Techlog, ECLIPSE, PI, Permit Vision
- Experience in supporting network license services, such as FlexNet
Key Competencies:
- Motivational and supervisory skills
- Self-starter
- Customer focussed
- Good written and verbal communication skills
- Good problem solving skills
- Able to multi-task effectively