- Company Name
- Technip Energies
- Job Title
- L2 Global Support Specialist - Global Estimating Tool
- Job Description
-
**Job Title**: L2 Global Support Specialist – Global Estimating Tool
**Role Summary**
Deliver second‑level functional and technical support for the EVA (Estimating Value Assistant) tool, ensuring rapid incident resolution, system reliability, and ongoing improvement. Act as the primary bridge between first‑line support, business users, and senior technical teams.
**Expectations**
- Maintain** performance, availability, and security of EVA in production.
- Resolve incidents within agreed SLAs and escalating complex issues to L3 as needed.
- Document and disseminate knowledge, training materials, and release information.
**Key Responsibilities**
- **Incident & Problem Management** – Investigate user‑reported issues, perform root‑cause analysis, and apply workarounds or solutions.
- **User Support & Training** – Assist L1 teams with release communication, create/update training assets, and conduct knowledge‑transfer sessions.
- **System Monitoring & Maintenance** – Track EVA performance, validate post‑deployment integrity, and contribute to health‑dashboard metrics.
- **Release & Change Management** – Participate in UAT, run regression tests, identify functional bugs, and coordinate release notes with key users.
- **Continuous Improvement** – Collect user feedback, recommend enhancements, support process optimization, and refine functional specifications.
- **Collaboration & Governance** – Liaise with business, DigiTeam, and product stakeholders; produce regular support activity reports and KPIs.
**Required Skills**
- Strong analytical and troubleshooting skills for application performance issues.
- Proficiency in IT Service Management practices (e.g., incident, change, problem).
- Ability to coordinate cross‑functional teams (business, IT, security).
- Excellent communication, stakeholder management, and conflict‑resolution.
- Experience managing projects with Agile methodologies.
- Proficiency in English (reading, writing, speaking).
**Required Education & Certifications**
- Bachelor’s degree in Estimating, Engineering, IT, or related field.
- Minimum 10 years of experience in IT Application Management or IT Service Delivery.
- (Preferred) Agile certification (Scrum Master, SAFe Agilist) or equivalent.
- (Nice to have) SQL knowledge, ITSM tools experience (ServiceNow, Jira Service Management), and training/documentation expertise.