Applications Technical Support Level 1 Detalles del puesto | ENGIE
MEXICO
Job description
Application Technical Support Level 1
Energy at the service of Mexico.
ENGIE is a global energy player, resolutely committed to the energy transition and expert in 3 businesses: electricity, natural gas and energy services. ENGIE employs 155,000 people in more than 70 countries and achieved a turnover of around €70 billion in 2015.
Created in July 2014 and empowered with administrative authority, Global Business Support (GBS) now has employees across multiple countries and entities. Global Business Support is made up Finance - Procurement - Consulting - Real Estate, Human Resources, IT and Legal.
Being the reference operator for ENGIE's support functions and the trusted partner of the Group's operating entities, that is the ambition of GLOBAL BUSINESS SUPPORT in its great development.
PURPOSE OF THE POSITION
This mission sheet describes the objectives and responsibilities associated with a Technical Support Level 1 on the Basware platform, on the SOUTHAM & NORAM time zone. Basware is a SaaS software solution, specialized in managing invoices and payment processes for businesses.
The Technical Support Level 1 will be responsible for providing support and technical expertise during the RUN phase (after the implementation) of Basware at Engie NORAM & LATAM.
Engie is working on the implementation of a Group solution for the digitization of incoming invoices, compliant with the requirements of the French Tax Administration for French entities and capable of responding to the local regulatory specificities of other Engie entities.
This project is also part of a broad program to harmonize solutions (especially the ERP systems present in the Group) and improve work processes, called GET (Global Enterprise Transformation).
In this context, Basware will be deployed in Peru in October 1st 2024 and in Chili & Mexico in Q1 2026.
The person who will occupy this position of Application Technical Support Level 1 will therefore have to work on a demanding project governed by calendar constraints and closely monitored by stakeholders (Engie Financial Department & beneficiary entities).
RESPONSABILITIES AND JOB FUNCTIONS
Support to the key users
· Support to the key users
· Contribute to the training of the Key User to the Business process & the effective use of Basware platform
· Validate the access demands in My Portal (the tool of incident tracking of Engie)
· Analyze & Answer to the blocking incidents and/or to the blocking service requests on Basware in MyPortal
· NB : An incident is a bug, a service request is a demand for information, evolution etc.
· Provide ongoing technical support to resolve issues and answer questions.
· Contribute to the preparation & organization of the demands for new training to the Key User.
· Respect the SLA of the incidents and service requests
Support to the suppliers
· Contribute to the assistance to the suppliers to help them connect to the Basware platform to send or register their invoices.
General support
· Provide a technical expertise on the Basware platform.
· Collaborate with internal teams to resolve technical issues and ensure the stability of Basware.
· Contribute to ensure the proper functioning and stability of Basware by carrying out tests, analyzes and resolution of technical problems.
· Contribute to document technical procedures, configurations and problem resolutions for future use.
· Participate in meetings and discussions with internal Engie partners to understand their needs and concerns, and propose improvements or technical solutions on Basware
· Contribute to perform rigorous testing to ensure Basware functions properly and meets internal requirements.
EDUCATIONAL BACKGROUND
· Bachelor's degree Engineer, or a related field, or equivalent work experience.
· Advanced English
Technical Skills
· Ideally knowledge of the Basware platform, including key features and technical configurations.
· Ability to resolve technical issues in an autonomous way and find creative solutions.
· Excellent oral and written communication skills to work effectively with the software publisher, internal teams and suppliers (English and professional Spanish level).
· Ability to train and support end users in the use of Basware.
· Ability to manage multiple tasks simultaneously and meet deadlines.
· Ideally knowledge of Basware integration with SAP
· Is a plus mastery of the I2P process (invoices to pay), both from a Basware point of view and in its implementation in SAP
Soft Skills
· Listening skill
· Ability to work in a team and with numerous contacts within the Group's Purchasing/Finance sectors
· Collaborative spirit
· Pragmatism
· Reactivity
· Methodology and rigor
· Curiosity
· Strength of proposal
· Sense of organization
· Autonomy
· Patience
· Perseverance
· Open to learn
At ENGIE we pursue your feeling free to be what you are. We are commited to equality for opportunities and we value the diversity in each person. When we choose our talent, we focus on the skills and the career path. We do not discriminate based on person's race, disability, religion, gender, sexual orientation, ethnicity, creed, age, or civil status.