As a BizTech team we are passionate about our Twinings and Ovaltine brands and we strive to WOW our customers, consumers, suppliers and colleagues.
We are proud to be leaders in technology who partner and drive change across our business. This change does not happen in a vacuum, and we support our aspiration with behaviors that embody the ways of working by being curious to grow ourselves and look to continuously improve coupled with a build trust mindset. We are excited about the journey ahead and would love you to be part of creating a digital future for TwiningsOvo.
The global PDM-Quality team is part of the BizTech team and delivers projects and support for the product data management and quality applications used in TwiningsOvaltine. The team operates as the single point of contact for requests and issues from all Business units globally.
Purpose
The Support analyse performs a vital role in logging and triage of issues and requests, provides 1st level support, translates end user comments into technically sound tickets, keeps track of open tickets, and provides reminders for delays in completion. Further, the Support Analyst builds a knowledge base and provides self-help.
Scope
In this role will ensure that all user issues and requests are captured and addressed in a timely manner,
liaise with suppliers and other teams within the TwiningsOvaltine Group, and act as the bridge between the end user and the application.
Key Responsibilities
- Provides end users with a single point of contact for all questions, issues, and requirements.
- Keeps track of all open tickets and change requests
- Responsible for all triage and communication to vendors and internal teams
- Supports the team with his knowledge in projects
- Creates and maintains a knowledge database
- Provides self-help assistance
- Prepares monthly reports
Skills, Knowledge and Expertise
- Experience: 2+ Years
- support analyst for quality applications/processes in a food industry.
- Strong in problem solving topics
- Strong customer focus
- Client facing experience and positive communication skills verbal and written
- Ability to support existing IT applications – fault-finding, analysis and recommending appropriate corrective actions
- CPG industry experience
- Experience of working in a fast-paced international business, comfortable with change and ambiguity. Able to deliver change to the business.
- Experience on master data, SAP, PDM would be preferred
- Experience of working with teams in multiple locations, and remotely
- Awareness of Cyber Security and Information Security
📌 Support Analyst (Pune)
🏢 Twinings
📍 Pune
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