ERP Support Team Leader

  • Kyiv, Ukraine, 02000
  • Full-time

Company Description

Ubisoft is one of the leaders in entertainment, with a rich portfolio of well-known brands worldwide. In Ukraine Ubisoft has two studios, Ubisoft Kyiv and Ubisoft Odesa, which focus on strengthening Ubisoft's presence on all platforms, with the main expertise in PC. Ubisoft Kyiv was established in 2008 and is one of the biggest GameDev studios in Ukraine that collaborated on blockbusters like Assassin's Creed®, Far Cry®, Steep®, Watch Dogs®, Trials®, Rainbow Six®, Ghost Recon ® and more. Ubisoft Odesa was opened in March 2018 and takes part in the development of Ubisoft’s world-known franchises.

Job Description

The Support Team Leader provides functional support and basic technical support on UBISOFT's application software in portfolio of responsibility (the ERP system implemented in Ubisoft – PeopleSoft from ORACLE, along with some interrelated software applications for purchasing, treasury and expense management).

Together with the Global Support Manger and/or Global Operational Team Leader he/she manages a local team of Application Specialists who provide the same support service, for maximum customer satisfaction.

Qualifications

Responsibilities

  • Performs functional analysis and basic technical analysis on own support tickets and manages user communication
  • Provides functional solutions or technical corrections on own support tickets
  • Creates SQLs (queries, inserts, updates) and requests data changes
  • Updates setup and control data in the system
  • Performs system testing related to the support activity
  • Creates/updates User Guides, IT configuration documents, support working procedures
  • Provides user trainings, providing a global vision of an integrated system
  • Assigns team member responsibilities and tasks
  • Provides expert guidance to the team members
  • Organizes and/or participates to training and coaching of new team members
  • Identifies and implements long term solution on recurrent system problem
  • Identifies recurring issues with internal customer and proposes an action plan
  • Participates to patch implementation and/or version upgrades of the application software (assesses impact, IT testing)
  • Performs regular system monitoring, data clean-up and other maintenance activities
  • Begins the escalation procedures with the Support Team Manager and/or Operational Team Leader in case of a severe incident
  • Coordinates a team of systems Application Specialists
  • Helps team members in their career development.

Requirements

  • 5+ years’ experience in IT or Customer Support
  • Experience working on complex integrated systems.
  • Experience as a Team Leader is an asset
  • SQL/ Oracle databases knowledge
  • Accounting / Finance knowledge is a plus
  • Knowledge of service management (ITIL, ITSM)
  • Advanced English knowledge
  • Master's or bachelor’s degree in the related field.

Desirable (optional)

Personal qualities

  • Good interpersonal communication skills
  • Team oriented
  • Highly organized
  • Strong analytical skills, ability to make complex information easily understandable
  • Responsible and accountable for his/her actions, autonomous
  • Growth mindset: able to accept constructive criticism and give feedback
  • Creative / innovative: suggests improvements and identifies alternatives.

Additional Information

Ubisoft offers

  • International AAA game projects
  • Access to cutting-edge hardware
  • Experience using hottest internally developed game engines
  • Proficient and fun-to-work-with colleagues
  • Opportunity to travel abroad
  • Medical / Life insurance
  • English / French courses
  • Long-term employment with 20 working-days paid vacation.

Ubisoft is committed to enriching players’ lives with original and memorable gaming experience. We create worlds where people can express themselves, explore and discover new possibilities.

Are you looking to work with enthusiastic experts who are tackling game-changing challenges in entertainment and beyond? At Ubisoft, we offer an open environment where bright ideas are given a chance to shine and everyone is eager to share knowledge.

Challenge accepted?

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