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  • Job reference: RMS0148119

Petra Application Support

  • Sector: Oil & Gas
  • Location: Houston
  • Job type: Contract
  • Date posted: 23/09/2014
  • Time left:
    d h m s
This vacancy has now expired.
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The Company:
a major oil and gas operator

The Role:
Responsibilities include - Provide excellent customer support and maintain effective working relationships with business teams, other areas and external service providers for the applications in an assigned portfolio; - Record, analyze and manage to resolution, incidents in line with Service Level Agreements (SLA�s) for existing services and an assigned applications portfolio; - Follow Problem and Incident Management processes, escalate where necessary and deliver regular updates to management; - Raise Change Requests within the standard change management process - Lead and Implement changes as required; - Participate in Release Management process for releases relating to team portfolio; - Manage user requirements and expectations; - Identify underlying root causes for reoccurring problems to improve the overall service of the team and reduce call volumes; - Perform scheduled maintenance or upgrades during downtime as agreed with business units or other teams; - Ensure UAT, release and OAT testing is completed for all scheduled releases as required; - Maintain relevant documentation within the tracking too; - Ensure that Business Continuity and Disaster Recovery plans are successfully delivered; - Identify potential technology improvements where possible and how it can be used to support the business; - Continue to improve knowledge and experience of supported applications and processes; - Work closely with the Team Leader to deliver agreed projects assigned to the team; - Manage the team queue of incidents and service requests so that it is effectively covered at all times; - Use the appropriate support tools (e.g. Remedy), forms and templates to provide incident data, where required; - Participate in major incident management, where required; - Working with the business to identify any possible improvements or required changes and determine initial feasibility; - Manage user requirements and expectations in line with agreed policies and process; - To gain a full understanding of other applications within the portfolio to allow integrated knowledge transfer to provide resilience across the team

Essential Skills / Qualifications:
• Work as a member of a team within Subsurface Computing to enable the business community by providing timely support for the IHS Petra technical software. The clientel will be the business unit Petrotechs that use Petra.

• Knowledge of Petra application – version 3.8

• Know the common geological workflows used with the Petra application, and possess the soft skills needed to be able to mentor/train the technical staff on these workflows.

• Understand and be functional with the data model that underpins Petra 3.8 and how to troubleshoot data-related issues within the software

• Ensure that significant technical learnings, insights and experiences are captured and shared between workgroups

• Possess technical software troubleshooting skills
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