Informations générales

Emplacement
Pasig- Tiendesitas
ID de l'annonce
3643
Catégorie
Développement des affaires
Exigences linguistiques
Anglais

Description et exigences

Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Innovation Support Engineer for our Transcom Pasig site.


What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

  • Day 1 HMO

  • Meal & Transportation Allowance

  • Rice Subsidy

  • Clothing Allowance

  • 24/7 Teleconsult

  • Free Psychologist Consultation

  • In-house & Online Pharmacy

  • Scholarship Program

  • Retirement Fund

  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)

  • Loyalty Incentives

  • Accidental & Life Insurance

  • Free Shuttle Service


Join our Transcom Family as an Innovation Support Engineer


Purpose of the position
  • The Innovation Support Engineer will be part of the HR-Innovations team
  • The Innovation Support Engineer is expected to provide first hand technical and process-related support to all internally developed applications by the Innovations team reported by global end users. 
  • The Innovation Support Engineer will hold a secondary role of handling content management system, encompassing publishing contents, supporting global in-country administrators in troubleshooting CMS-related technical issues.
  • The Innovation Support Engineer will be rigorously trained by the Lead Software Engineer and Agile Project Lead to be able to perform the roles and responsibilities assigned. The Innovation Support Engineer is expected to work independently with minimal interventions once training is completed.
  • The Innovation Support Engineer will participate in Sprint Planning and Retrospectives, being able to provide card scoring and relevant reports related to all support provided from different platforms.
  • The Innovation Support Engineer will be part of the Agile team practicing Scrum methodology and framework. 
  • The Innovation Support Engineer will participate in retrospectives for sharing of best practices cited during BAU activities for continuous team inspection and adaption.
Principal responsibilities
  • Provide primary technical support for all internally developed applications of the HR-Innovations team to global end users from user access management, content management system, root cause analysis for end-to-end isolation and troubleshooting. 
  • Provide secondary technical support to external 3rd party applications/system being managed by the Innovations team.
  • Provide response to tickets within the Innovations catalogue within approved SLA.
  • Provide technical feedback to Lead Software Engineer and Agile Project Lead about uncommon issues logged in tickets and escalations being received. 
  • Create custom reports related to all support given in different platforms. 
  • Create technical and instructional work instructions related to common troubleshooting escalations being received.
  • Create instructional, process mappings documentation to existing and upcoming internally developed applications and externally applications/system respectively.
  • Maintain content management system globally, including providing technical support via chat, email or video calls attending to global in-country content administrator queries and requests. 
  • Work independently with limited support.


Required key skills (functional/technical)
  • Customer Focus:  Treat customers with respect, seek customer insight proactively, build relationships of trust with customers, and encourage customer focus amongst its team.
  • Personal Development:  Recognise own strengths and weaknesses, take responsibility for their own development and career, learn from mistakes, work on their developments needs, and seek self-insight from others.
  • Functional & Technical Competence:  Attention to detail and approaches change positively
  • Process Management:  Drive business performance by timely and quality execution of finance processes and suggesting improvements in the same.  Process oriented and delivery focussed.
  • Cross – cultural Communication and Collaboration: Collaborate across matrix structure and develop sustainable networks and relationships that reach across functions and organisation. Is able to build/influence relations across the region and in-country


Required qualifications/experience (internal & external candidate)
  • Beginner Level Technical Skill Requirements (Web development)
  • HTML/CSS
  • Google Workspace
  • Microsoft Excel, Project, Visio or corresponding software or app
  • Trello/Jira
  • University degree in Computer Science or Information Technology related degree
  • Has the knowledge in using Google Workspace
  • Has content development experience 
  • Ability to quickly understand business processes
  • Ability to analyse, troubleshoot, perform root cause analysis
  • Strong analytical, communication and fluent English presentation skills. Multilingual is a plus.
  • Interest in and understanding the business, its strategies, its people and organisational structures
  • Self-motivated with great initiative and highly independent; Enthusiastic and positive spirit.
  • Ability to work under pressure
  • Has the ability to articulate issues and work with business leaders and senior management
  • Complies to company policies and non-disclosure agreements


What Life at Transcom is like!
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.


We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.