Senior Support Analyst 1

Job Description

Overview

Join our high-performing applications support team, where every voice is valued, collaboration is encouraged, and diversity and inclusion shape the way we work. Here, world‑class talent thrives without boundaries.

As a Senior Support Analyst I, you will be recognized for your technical leadership and trusted expertise. You will work closely with end users and partner with our global IT and Finance teams. This support role offers opportunities to strengthen your professional, technical, and leadership capabilities while contributing to the continuous growth of our support function and the evolution of our applications landscape.

Your role

• Manage incidents and requests queues in alignment with defined SLAs
• Support Product Managers and Product Specialists with application configuration as required
• Partner with Global Services teams to equip them for Level 1 and selected Level 2 support, ensuring smooth handoffs for escalated issues
• Keep customers informed with timely updates on the status and progress of incidents and requests
• Proactively identify and recommend product improvements and enhancements
• Ensure all fixes and resolutions are shared with Global Services and incorporated into their knowledge base to improve first‑line resolution rates
• Record all incidents and service activities accurately within the ServiceNow support portal
• Meet or exceed team and individual performance targets (SLAs and KPIs)

About you

Essential:

• Bachelor’s degree in computer science or equivalent
• 6+ years of hands‑on applications support experience
• Experience with MS SQL Server scripting, PL/SQL, SQL, and stored procedures
• Experience working with ServiceNow, IIS, and ASP.NET applications
• Experience working with Oracle E‑Business Suite (R12.2 or later) in HRMS, OTL, AP, AR, GL, Projects, Procurement modules
• Excellent verbal and written communication skills for engaging business users and cross‑functional teams at all organizational levels
• Fluent English required; French is an advantage
• Strong understanding of ITIL frameworks, including Incident, Problem, Change, and Service Request Management
• Strong customer service orientation with proven stakeholder management capabilities
• Analytical mindset with a structured, methodical approach to troubleshooting
• Ability to build strong working relationships and collaborate in team‑based environments
• Experience working in a global team with members across multiple geographies
• Proven track record of delivering continuous service improvements
• Highly organized with strong attention to detail
• Self‑driven, professional, and target‑oriented
• Ability to work autonomously and make sound decisions
• Experience meeting and exceeding SLA and KPI targets
• Experience thriving in multicultural, fast‑paced, and rapidly evolving enterprise IT environments
• Works independently to prioritize complex workloads, manage competing demands, and handle escalations effectively to ensure timely, high‑quality outcomes
• Demonstrates leadership through personal ownership, reliability, and collaborative contribution to team service outcomes
• Demonstrates a strong commitment to continuous learning, keeping skills current across ERP platforms, tools, and best practices, and applying that knowledge to drive ongoing improvement in system performance and user experience
• Demonstrates strong personal motivation and commitment, bringing energy, resilience, and a positive mindset to consistently deliver high‑quality outcomes
• Demonstrates a strong customer focus, understanding customer needs and consistently delivering high‑quality solutions and services that create positive outcomes and lasting value
• Creates, maintains, and continuously improves clear, accurate documentation of processes and procedures to support consistency, knowledge sharing, and effective delivery
• Business acumen: experience in the Engineering & Construction industry is an asset
• Experience with Azure DevOps

Behavioral Competencies

• We have clear goals and focus on holistic outcomes
• We apply curiosity, innovation, and creativity to solve complex problems
• We are confident in our knowledge and technical expertise
• We actively seek opportunities and listen closely to customer needs
• We work dynamically and collaboratively to drive rapid, meaningful change
• We seek continuous improvement, delivering the best for our customers
• We embrace new ways of working and aren’t afraid to try new approaches
• We champion new tools, ideas, innovation, and continuous improvement
• We build strong, trusted partnerships with our stakeholders
• We work openly, honestly, and collaboratively to solve problems
• We share knowledge generously and unite for the best outcomes
• We learn from mistakes, fail fast, and learn from shared experiences

Rewards & benefits

Explore the rewards and benefits that help you thrive – at every stage of your life and your career.

This includes:

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

About AtkinsRéalis

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.

Worker Type

Job Type

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.