Senior Support Consultant, Hexagon EAM

5 days ago

London, Greater London, United Kingdom Sapphire Full time

About Sapphire:

Sapphire is a leading provider of innovative solutions and services, leveraging its global expertise to deliver quality outcomes for its clients. With a strong presence in over 50 countries, Sapphire combines a global reach with local intimacy to provide premier professional services.

As a global SAP Platinum Partner, Sapphire has a proven track record of delivering quality solutions and services to its clients. With over 15,000 SAP experts across 31 countries, Sapphire has the capability and reach to help clients solve real problems and seize opportunities for growth.

Summary of Role:

The Hexagon EAM Support Consultant will be responsible for working day-to-day with a team of Managed Service Support Consultants, delivering services to a wide range of clients. This is a customer-focused, hands-on role where the Senior Consultant will work on customer issues, developments, and collaborate with other functional and technical consultants within the UK Managed Services Team.

Key Responsibilities:

  • Provide application support across the Hexagon EAM software and associated integrations/add-ons through telephony, email, and self-service tools.
  • Log and update Incidents and Requests with relevant actions to keep customers and others informed of ticket progress.
  • Diagnose, troubleshoot, and resolve unique, non-recurring problems while classifying the impact and urgency of the ticket and determining the source of the issue.
  • Provide proactive workarounds where technical constraints impede business processes.
  • Evaluate and escalate issues, involving other support consultants to resolve issues as quickly as possible.
  • Use remote resolution methodologies such as TeamViewer to apply software fixes, upgrades, system changes, and amendments.
  • Liaise with third parties for all software bugs while following up to ensure Sapphire SLAs are met or exceeded.
  • Document procedures, knowledge base articles, training manuals in adherence to Sapphire Support processes and templates both internally and customer-facing.
  • Ensure operational processes are adhered to, including Incident Management, Requests Management, Major Incident, and Problem Management.
  • Identify potential consultancy and/or training requirements while dealing with customers and passing these to appropriate Account Managers.
  • As required, review and test Hexagon EAM and internal SDK development patches and versions.

Requirements:

  • 3 years plus of supporting, troubleshooting, and resolving Hexagon EAM implementations and associated integrations/add-ons.
  • Proficient in SQL/Oracle Flex Business Rules.
  • A thorough understanding of core Hexagon EAM concepts and Advanced Reporting (Cognos).
  • Integration experience on Infor Products – OS, Mingle, ION, and SunSystems.
  • High level of verbal and written communication skills in English and local language.
  • Documentation skills including functional specifications, test scripts.
  • Work within a remote consulting support team for contracted customers using the Sapphire service management systems and processes.
  • Deliver solutions within defined SLA or requested dates.
  • Feedback potential Hexagon EAM solutions in a logical way for both knowledgeable and non-knowledgeable audiences.
  • A strong ability to understand business processes and design appropriate solutions.
  • Excellent verbal and interpersonal communication skills for working with functional and customer teams.
  • Track record of full project lifecycle and development activities.
  • Demonstrated ability to learn new technologies and skills quickly.
  • Project-related activities, e.g., data migration, user support, and end-user training.
  • Hands-on mentality and willing to take on unknown Hexagon EAM processes.
  • Excellent communications skills at all levels.
  • Can act as liaison with clients for troubleshooting, i.e., strong investigation, analysis, and problem-solving.
  • Able to map client business requirements, processes, and objectives.
  • Presentation skills.
  • Ability to provide end-to-end business solutions.
  • Proven experience in a combined customer service handling/functional support role.
  • Ensure consistent high level of customer satisfaction with quality solutions/services.

Benefits:

Sapphire offers a range of enticing benefits designed to support your well-being, career growth, and work-life balance:

Home-Based Contract: Enjoy the flexibility of a home-based contract with occasional travel to Sapphire offices and client sites, allowing you to manage your work environment effectively.

Generous Holiday Allowance: Benefit from 25 days of paid holiday annually, providing ample time for relaxation and rejuvenation.

“Free Fridays” Initiative: Experience the unique perk of “Free Fridays,” granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge.

Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.

Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.

Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.

Health and Well-being: Prioritize your health with our comprehensive Private Medical Insurance plan, currently provided by Bupa. This coverage extends to you, with favorable rates available for family members at the L3 level and above.

Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.

Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.

Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.

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