Enterprise Application Specialist

Orica

Pasig City, Metro Manila
Permanent
Full-time

4 days ago

About OricaAt Orica, it's the power of our people that leads change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse team of more than 13,000 across the world.It's an exciting time to join us - we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.About the roleWe are excited to announce that we are looking for an Enterprise Application Specialist to be based in our Manila office in Pasig City, Philippines with a hybrid working setup.This Enterprise Application Specialist will perform a vital role working as the primary service delivery liaison between the Orica IT business and one of its largest third-party suppliers. The role ensures that Orica and its end users are receiving the smooth delivery and performance of the third-party services and that those third-party services meet and exceed Orica's business expectations.The key responsibility of this role will be the continuous management and reporting of relevant third-party services through good governance of service management, incident & change management, continual service improvement and ensuring the highest level of operational service delivery is maintained.What you will be doingKey Accountabilities:

Provide guidance and input to support and drive improvements in availability, stability, and reliability of IT Enterprise system apps within the SAP landscape.
Managing and monitoring third-party services are meeting and/or exceed their obligations under contract; including SLA, OLA & KPI's; including,

Identifying customer needs and overseeing service delivery within the business context.
Ensuring service delivery performance meets Orica's business expectations and driving future continuous service improvement.
Forging partnerships through cooperation with diverse BAU (business-as-usual) Support teams to drive the efficient resolution of potential issues encompassing various technologies across both IT & OT domains.
Major Incident Management - accountable for the progress to conclusion of critical incidents (P1, P2), coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
Review 3rd party supplier reports accurately reflect the performance of the delivered third-party services.
Ensuring that systems, procedures, and supporting artefacts are in place ensuring high availability of services.
Oversee clear and effective communication with the affected business users using simple and understandable language.

Stakeholder Engagement:

Engagement with key business stakeholders, Business Process Owners, and IT business engagement to support solution delivery in line with SLA expectations.
Engagement with Application leads, and operational staff across various business and back-office functions to ensure alignment in the quality of solution delivery across the SAP landscape.
Collaborate with the Infrastructure teams to identify any interdependencies and/or application development needs to support infrastructure delivery.

General:

Maintain adaptability in working times to adequately support the issues of the day.
Follow the IT and Business process governance framework and IT Change management and Service delivery processes as mandated by the IT SMO.
Willing to participate in on-call roster and be available to actively participate and/or steer participation in Bridge calls for Escalated Incidents (P1/P2).

What you will bring

Relevant Tertiary qualification in an IT-related discipline.
Working Experience in SAP & Service Delivery (Application support) is mandatory with at least 5yrs experience across both.
5+ years demonstrated working experience in an IT application support or Service Delivery capacity.
ITIL (Information Technology Infrastructure Library) certification is highly valuable.
Strong working knowledge of ServiceNow platform backed by a deep understanding of the reporting fundamentals is preferred.
Experience in incident & service request management, including the ability to prioritize and resolve IT issues quickly and efficiently, is important for maintaining service levels.
Demonstrated working experience in the SAP eco system with a good understanding of the supporting cloud saas technologies is preferred.
Problem solving: The ability to identify and solve complex IT problems is essential.
Exceptional Customer facing skills backed by good engagement and relationship building skills.
Strong verbal & written communication skills, convey information to others in a clear and concise manner, including the capacity to speak to both technical and non-technical audiences effectively.
Ability for foreseeing issues before escalations along with the capability to offer guidance on suitable workarounds and resolutions.
Ability to analyze data and trends to make informed decisions and improvements in service delivery is valuable.
Working knowledge of developing reports using Microsoft Power BI or a similar Visual Analytics BI tool is nice to have.

What we offerAs part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture. Ignite your career at a place where your distinct potential can find its home.We respect and value allOrica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone's contributions.All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.

Orica

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