Petaling Jaya, Selangor, Malaysia
Providing administration support for the IBM OpenPages application (eGRC Tool) used by stakeholders to manage risk, compliance, and governance. This role requires close collaboration with internal and external stakeholders. • Responsible for Open Pages User Administration. • In charge of Support business reporting cycle. • Maintain and amend business reference data in OpenPages. • Maintain master repository of key configuration items. • Configure user Interface using Task Focused UI and Standard UI. • Configure Reports and Dashboards based on the service request. • Maintain training materials and conduct user training upon deployment of new module/workflow. • Participate/support Project related activities including testing in Non Prod Environments. • Log requests/incidents raised by users and track to closure in Jira, BMC Remedy and IBM Support Portal and as well. • Identify and document repeatable steps to follow to address support requests/incidents on Knowledge Base. • Design, develop processes to enhance support/maintenance procedures including use of automation, SOP’s. • Input in regular Service reviews with the vendor (IBM) and product reviews with user forums Biweekly, monthly and yearly. • Provide support for several modules such as ORM, FCM, RCM, PCM and IAM in terms of project delivery.
Provide support and solutions for the core systems and IT infrastructure of the company, from hardware specifications and intrusion detection, all the way to vendor management and configuration automation and everything in between. • Configuring existing applications, VMware, AWS instance based on the requirement of certain team and project. • Utilizing mobile device management (MDM) technology to manage the software and configuration of all computer systems across our global offices. • Aliasing with colleagues from the Security, Disaster Recovery, Incident Management and Identity and Access Management (IAM) teams to ensure that the zero-trust model is applied to all aspects of the business and business continuity Is guaranteed at all times. • Participating in the on-boarding process of the new employees by providing the required tools, technology, and training when needed. • Ensuring the company is engaging with the right hardware, software, and SaaS vendors to find the best solution depending on the proposed project. • Working as a team to address technical issues and day-to-day IT needs across our global offices by providing onsite as well as remote support if necessary. • Performing POC test before an application is implemented for the business from the aspect of productivity, SSO compatibility with the current dashboard that has been implemented. • Asset tracking and management while maintaining inventory as part of day-to day task besides performing break-fix for minor issues on user’s laptops/assets.
-Providing technical assistance remotely while troubleshooting any software glitches on OS level operating on Windows Server & Windows10 mostly, as well as application support known as Pyxis. -Troubleshooting critical errors occurred in the in-house application, Pyxis used in the Medstation storing patient's and medication data utilizing several in-house tools. -Apply fixes for software malfunctions (bugs, patches, version upgrades) -Performing root cause analysis based on the data from SQL Database, Windows logs and Carefusion application logs to determine the root cause. -Any improvement plan would be submitted to the development team for application enhancement purposes. Extract data from MSSQL 2008 for reports and investigation purposes. Analyze SQL data and interpret the findings to facility authority to cross check with the data stored in the hospital system. -Assisting Field Service Technician onsite to setup new stations in hospital facilities by performing necessary software installation, configuration and establishing network connectivity, remotely. -Communicating with customers via phone call and email integration. -Process requests and issues reported via SalesForce. -Managing service requests with the ability to recognize high priority problems and act accordingly par to the SLA which has been set. -Mentoring new hires during on job training. -Creating new knowledge articles with effective troubleshooting methods. -Working closely with production and integration team for any enhancement or data solution based on customer's query.
-Providing 1st level IT support remotely for the Siemens employee in EMEA countries from various divisions such as Wind Power, Energy, Healthcare, Building Technologies, Mobility and Siemens Financial Services. -Analyzing the issue logged by users via ticket focusing on two main perspectives, software and hardware failure. -Rectifying the IT glitch via various tools such as Netpro, Real-VNC, HDT-tool, Active Directory and relevant Atos database which provides access to Siemens Intranet Interface and applications. -Performing troubleshooting for software such as Syncplicity (Smart Storage), Microsoft office Applications, Adobe applications, Circuit for desktop and Outlook, Internet and Intranet webpage error, smartcard drivers, smart mobile applications, Network printers, initializing zero touch installation and guiding user’s on the process to initiate the setup task, network connection troubleshooting (LAN, WLAN, URA/URA 2.0) -Liaising with the dedicated 2nd and 3rd level support team as per the routing provided in the process script to rectify the issue if it is not resolved within the scope of the 1St level support. -Handling Backlogs and critical tickets which has breached the permitted SLA. -Extracting the raw data of total number of tickets logged for the day from the ticketing tool and preparing daily task report to improve the productivity and reduce the number of backlogs.