Overview

Join our high-performing applications support team, where every voice is valued, collaboration is encouraged, and diversity and inclusion shape the way we work. Here, world‑class talent thrives without boundaries.

As a Senior Support Analyst I, you will be recognized for your technical leadership and trusted expertise. You will work closely with end users and partner with our global IT and Finance teams. This support role offers opportunities to strengthen your professional, technical, and leadership capabilities while contributing to the continuous growth of our support function and the evolution of our applications landscape.

Your role

Manage incidents and requests queues in alignment with defined SLAs
Support Product Managers and Product Specialists with application configuration as required
Partner with Global Services teams to equip them for Level 1 and selected Level 2 support, ensuring smooth handoffs for escalated issues
Keep customers informed with timely updates on the status and progress of incidents and requests
Proactively identify and recommend product improvements and enhancements
Ensure all fixes and resolutions are shared with Global Services and incorporated into their knowledge base to improve first‑line resolution rates
Record all incidents and service activities accurately within the ServiceNow support portal
Meet or exceed team and individual performance targets (SLAs and KPIs)

Essential

About you

Bachelor's degree in computer science or equivalent
6+ years of hands‑on applications support experience
Experience with MS SQL Server scripting, PL/SQL, SQL, and stored procedures
Experience working with ServiceNow, IIS, and ASP.NET applications
Experience working with Oracle E‑Business Suite (R12.2 or later) in HRMS, OTL, AP, AR, GL, Projects, Procurement modules
Excellent verbal and written communication skills for engaging business users and cross‑functional teams at all organizational levels
Fluent English required; French is an advantage
Strong understanding of ITIL frameworks, including Incident, Problem, Change, and Service Request Management
Strong customer service orientation with proven stakeholder management capabilities
Analytical mindset with a structured, methodical approach to troubleshooting
Ability to build strong working relationships and collaborate in team‑based environments
Experience working in a global team with members across multiple geographies
Proven track record of delivering continuous service improvements
Highly organized with strong attention to detail
Self‑driven, professional, and target‑oriented
Ability to work autonomously and make sound decisions
Experience meeting and exceeding SLA and KPI targets
Experience thriving in multicultural, fast‑paced, and rapidly evolving enterprise IT environments
Works independently to prioritize complex workloads, manage competing demands, and handle escalations effectively to ensure timely, high‑quality outcomes
Demonstrates leadership through personal ownership, reliability, and collaborative contribution to team service outcomes
Demonstrates a strong commitment to continuous learning, keeping skills current across ERP platforms, tools, and best practices, and applying that knowledge to drive ongoing improvement in system performance and user experience
Demonstrates strong personal motivation and commitment, bringing energy, resilience, and a positive mindset to consistently deliver high‑quality outcomes
Demonstrates a strong customer focus, understanding customer needs and consistently delivering high‑quality solutions and services that create positive outcomes and lasting value
Creates, maintains, and continuously improves clear, accurate documentation of processes and procedures to support consistency, knowledge sharing, and effective delivery
Business acumen: experience in the Engineering & Construction industry is an asset
Experience with Azure DevOps

Behavioral Competencies

We have clear goals and focus on holistic outcomes
We apply curiosity, innovation, and creativity to solve complex problems
We are confident in our knowledge and technical expertise
We actively seek opportunities and listen closely to customer needs
We work dynamically and collaboratively to drive rapid, meaningful change
We seek continuous improvement, delivering the best for our customers
We embrace new ways of working and aren't'afraid to try new approaches
We champion new tools, ideas, innovation, and continuous improvement
We build strong, trusted partnerships with our stakeholders
We work openly, honestly, and collaboratively to solve problems
We share knowledge generously and unite for the best outcomes
We learn from mistakes, fail fast, and learn from shared experiences

Rewards & benefits

Explore the rewards and benefits that help you thrive – at every stage of your life and your career.

This Includes

Comprehensive life insurance coverage.
Premium medical insurance for you and your dependents.
Generous annual leave balance.
Flexible and hybrid work solutions.
Remote work opportunities outside of country.
Company gratuity scheme.
Discretionary bonus program.
Relocation assistance.
Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

About AtkinsRéalis

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's'infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.

Senior Support Analyst I (Oracle EBS Support+ HRMS & OTL Modules)- 3 to 6 yrs exp- Immediate Joiner