Support Analyst - Bid and project tools

Req ID:490481 

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide 

Support Analyst – Bid and project tools

About Alstom in India

Alstom has established a strong presence in India. Currently, the company is executing metro projects in several Indian cities including Chennai, Kochi and Lucknow where it is supplying Rolling Stock manufactured out its state of the art facility at SriCity in Andhra Pradesh. In the Mainline space, Alstom is executing Signaling & Power Supply Systems for the 343 Km. section on World Bank funded Eastern Dedicated Freight Corridor. Phase 1 in the construction of the new electric locomotive factory for manufacturing and supply of 800 units of 12000HP locomotives is also complete at Madhepura, Bihar while the depot at Saharanpur, Uttar Pradesh is ready to commence operation. Alstom has set up an Engineering Centre of Excellence in Bengaluru, and this coupled with a strong manufacturing base as well as localized supply chains, is uniquely positioned to serve customers across the globe. Today, Alstom in India employs close to 3600 people and in line with Government of India’s ‘Make in India’ policy initiative, Alstom has been investing heavily in the country in producing world class rolling stock, components, design, research and development to not only serve the domestic market, but also rest of the world. www.alstom.com/ India

PM2020 is an ambitious transformation program to redefine Bids & Projects management landscape (processes, organization, people & skills, tools and data) to make ALSTOM more fluid, agile and project results oriented. 

In this position, the job holder will have the following responsibilities:  

• Act as the primary point of contact for tool users, addressing technical inquiries via email or service requests 
• Diagnose and troubleshoot basic technical issues and provide step-by-step solutions
• Document and track customer interactions in our support system, ensuring accurate records of issues, resolutions, and follow-ups.
• When required, collaborate with cross-functional teams to escalate next level issues and provide feedback on tool enhancements/performance and follow-up for resolution and feedback back to user
• Conduct training sessions and workshops to enhance their understanding of our tools and improve their experience.
• Continuously improve technical knowledge and stay updated on tool features and industry trends to provide informed support

Required Experience:

• Advanced University Degree in engineering and/or Finance and/or Information technology
• Strong appetite to work in process & tool functional administration
• Project Management knowledge required
• Fluent in English, other language appreciates
• Experience as customer support team is appreciated

Technical Proficiency:

• Understanding of enterprise IT tools (e.g., ticketing systems like ServiceNow, JIRA, Remedy)
  Familiarity with system administration tasks (user access, permissions, basic troubleshooting
• Strong appetite to work in process & tool functional administration

Support Experience:

• 1–3 years of experience in technical support or tool administration roles
• Experience supporting internal users or clients in a helpdesk or tool support function
• Understanding of SLAs, incident/request lifecycle, and escalation processes

* Communication & Documentation:

• Strong written and verbal communication skills
• Ability to document user guides, SOPs, FAQs, and maintain support knowledge base

* Project Management knowledge required

* Fluent in English, other language appreciates

* Experience as customer support team is appreciate

* Soft Skills:

• Customer-centric mindset with a focus on problem-solving
• Ability to manage multiple tasks, prioritize issues, and work independently or in a team
• Detail-oriented with a proactive approach to identifying and resolving tool issues

* Open to work in different time zones

Competencies & Skills

• Support Key users of solutions and its related business processes, address technical inquiries via email or service requests 
  Diagnose and troubleshoot basic technical issues and provide step-by-step solutions
• Document and track customer interactions in our support system, ensuring accurate records of issues, resolutions, and follow-ups.
  
• Test and validate enhanced functionalities,
  
• Customer centric - Secure all aspects of knowledge transfer to Key users for new or enhanced functionalities
  
• Assist centra teams to define new business requirements and change requests
  
• Review and evaluate incoming change requests for applicability
  
• Be able to build performance indicators
  
• Validate user access rights demand to be SOD compliant
  
• Continuously improve technical knowledge and stay updated on tool features and industry trends to provide informed support
  
• Participate and animate KUs regular sessions
  
• Excellent communication and inter-personal skills
  
• Willingness to build up in depth application knowledge
  
• Problem Solving, Root cause analysis and Analytical skills
  
• Continuous improvement mind-set
  
• Collaboration and Team work

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?

Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected. All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law.