Support Analyst

5 days ago

City of Langley, Canada Renewable Energy Systems Full time
Do you want to work to make Power for Good?We're the world's largest independent renewable energy company. We're driven by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy.We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them.RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally.Our competitive package offers rewards and benefits including pension schemes, flexible working, and top-down emphasis on better work-life balance. We also offer private healthcare, discounted green travel, 25 days holiday with options to buy/sell days, enhanced family leave and four volunteering days per year so you can make an impact somewhere else.Role SummaryThe newly created Digital Solutions team is blazing a trail to reimagine the renewable energy space by delivering new and innovative solutions that are built on a solid foundation of data and analytics. Our clients will be able to drive efficiency and gather new insights with their ability to confidently make data driven decisions. The Advanced Solutions team will be at the forefront of ushering in the new digital services strategy to the world of renewable energy. This team is a first for RES: offering digital consulting services that span across people, process and technology with an expertise in renewables.The Digital Support Analyst, Services is a key team member. This individual will provide Tier 1/2 user support face to face, by MS Teams and by email. Covering a suite of internally developed applications, platforms and data acquisitionKey AccountabilitiesLeadership and Strategy:
  • Be part of a multi-disciplinary and diverse service-oriented team focusedon delivering industry leading products.
  • Collaborate in a team of a diverse set of technical experts, engineers, and PMs fostering an environment of collaboration, innovation and constant improvement.
  • Lead in place: Share guidance, learning, and professional growth opportunities for team members.
  • Help our team by providing and receiving regular feedback to enhance individual and team performance.
  • Engage in cross-functional collaboration with Technology/Engineering, Services, Product, and Program Management teams to grow the solutions portfolio.
  • Develop and maintain an understanding of customer needs and technical best practices to deliver high quality solutions
Day-to-Day:
  • Provide Tier 1 user support face to face, by MS Teams and by email. Covering a suite of internally developed applications, platforms and data acquisition
  • Escalation and management of Tier 2 and Tier 3 support issues
  • Basic data analysis, network and server troubleshooting to support data coverage issues
  • Support onboarding new wind and solar sites into the application suites
  • Liaise with third parties, including system suppliers, to resolve data flow issues
  • Create user training material such as user guides and conduct face to face/remote training sessions.
  • Assist the Product Owners in requirements analysis and the design of new functionality
  • Support the Products Teams incoordinating testing, database and infrastructure support
  • Contribute to existing and create new knowledge base articles, experience using Service Now or other support platforms, a plus
Knowledge
  • Cloud technologies AWS, Azure, Google Cloud Platform
  • Familiarity with methodologies such as Agile, Scrum and Kanban
  • Degree or certifications in relevant discipline or technologies (Computer Science, Engineering, information technology) or equivalent experience
  • Essential experience in data analysis and complex database queries and translations (i.e.. SQL and MS Excel)
Skills
  • Excellent written and spoken English
  • Strategic and analytical thinker
  • Strong attention to detail, organizational skills and ability to execute
  • Strong interpersonal and communication skills, with the ability to navigate complex situations and effectively influence at all levels of an organisation
  • Analytical mindset with the ability to leverage data for decision-making
  • Strong influencing skills, with a reputation for getting things done effectively
  • Integrity, professionalism, and discretion when handling confidential information
  • Excellent written and oral communication skills
Experience
  • Track record of delivering results to customers in a commercial setting
  • Demonstrated track record of stakeholder engagement to enable aligned goals
  • Experience working in global companies and in culturally ambiguous situations
  • Experience working in high-growth teams
  • Multilingual is a plus (French, Spanish, German)
  • Knowledge of renewable technologies, a plus. In particular an understanding of commercial / business drivers across the renewable energy value chain
Leadership
  • Lives the Values; Enables Excellence; Demonstrates Active Care
  • Fosters and demonstrates a workplace inclusive of creating opportunity, serving others, building trust, innovation, and exceeding expectations
  • Leads peers, stakeholders and customers through influence and relationship building
  • Creates and regularly communicates a compelling vision of what’s possible and how to accomplish it
At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.#LI-GF1
#LI-Remote #J-18808-Ljbffr

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