CAD Support Analyst
1 month ago
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Primary Skills (Technical Must Haves)
First experience on a PLM tool (if possible 3D experience) candidate should be able to explain is usage of the PLM (could be professional or academic) Ready to do support for next 3 yearsSecondary Skills (Technical Good To Have)
Catia V5 Problem managementMain activity:
Incident and user request management Participation to application improvement: Root cause analysis Work with development team to make application more robust Improvement of user training Monitoring and alerting improvement New release validation.KEY EXPECTED ACHIEVEMENTS
Incident Management : Urgency identification and priorityvalidation are done, technical and functional analysis isprovided, solutions are delivered to users, potentialworkarounds are communicated, incident status is updatedto users.
Service Request handling : Standard requests are taken intoaccount, processing is carried out or forwarded to therelevant contributor, status updates are provided to users,and requests are continued until closure.
Change Management : Participation in the changemanagement process
Problem Management : Participation in the analysis of rootcauses of incidents
Monitoring/Observability : Monitoring systems set up by thebuild and/or infrastructure teams are utilized, alerts aretaken into account, and potential impacts on users arecommunicated to relevant contributors. Incidents based onmonitoring detections are triggered and tackled.
Continuous Improvement : Feedback is provided to thedevelopment teams regarding potential improvementsidentified by users or the support engineer. Participation tothe continuous improvement of the team.
Knowledge Management : Lessons learned from activitiesare ensured to be documented and shared.
Service Level Management : the performance managementsystem is understood and alerts on cases of issues are set.
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