Senior Solutions Analyst

Entity:

• Technology
• Job Family Group:

• HR Group
• Job Description:

JOB DESCRIPTION-

People & Culture Services + Solutions is an internal global shared services organisation, responsible for delivering centralised & standardised People & Culture services for bp from several geographical delivery centres.

The role is a part of the Core Solutions Team and focuses on Case Management and Telephony. The team takes part in the development and execution of solutions design and deployment for HR that support the business strategies. The Senior Solutions Analyst supports solutions for case management and telephony service enabling technologies and more

Role purpose

Deliver the day-to-day design and maintenance of our case management solutions, so we can deliver a great and efficient P&C platform.

Role reporting relationships – 0 direct, 0 indirect reports

Provide support in the design of the solutions that may apply to bp globally, across the businesses, regions, and countries.

Deliver allocated tasks such as access analysis and system solve accurately and promptly.

Understand the stakeholder’s needs and take actions accordingly.

Collaborate with 3rd party suppliers within the Agile framework and document system requirements clearly. Represent bp in day-to-day engagements with the vendor’s team and support requirement gathering, documentation, prioritization and delivery.

Participate in and drive agile ceremonies. Create and maintain user stories, test cases and functional documents. Drive knowledge sharing and capture, deliver training sessions and manage release communications.

Gather and analyse internal data and provide insights into trends and gaps.

Carry out incidents and problem management for live production incidents

Analyse support tickets and intercept/resolve process or technical queries raised by bp employees or third parties. This will involve liaising with colleagues in People, Culture & Communications to ensure that an accurate diagnosis is carried out and that employees are kept up to date with the progress of their issue.

Ensure that incident resolution takes place within agreed service level agreements. Where this is not possible, incidents and issues should be increased to the relevant parties to take the necessary actions.

Maintain the solutions services catalogue and ensure that it is kept up to date

Capture, document, test and monitor configuration requirements for bp People and Culture Service Enabling systems (CRM, Telephony) to meet simple, complicated, and complex business needs whilst ensuring that all standards, frameworks, compliance regulations and procedures are closely adhered to.

Ensure that platform configuration is thoroughly tested prior to its release to customers or to the production environments. Engage business testers and support test execution and tracking.

Ensure that we do not introduce system defects into our production environments and therefore avoid production incidents

Support system patch activity and ensure that ongoing SaaS releases do not adversely affect the performance of our technical platforms

Develop in line with the Solutions release cycle and ensure that improvement opportunities are explored and raised so that processes can continue to be streamlined/improved

Support organisational change activity. Work closely with the organisational change & service delivery teams

Develop & present appropriate recommendations to partners, run show & tell sessions

Identify areas for process and system improvement – ensure that technology is embraced & cost-effective services are developed.

Required qualifications

Bachelor’s Degree in Economics, Business, Finance, Accounting or related field with relevant language skills.

Formal education requirements

Professional qualification in a relevant field, or equivalent experience.

Skills (cross referenced to Capability Framework); Psychological safety ; Continuous learning ; Legal and regulatory environment and compliance ; Stakeholder management ; Continuous improvement ; Organizational knowledge ; Analytical thinking ; Agile core principles Resilience ; Teamwork Coaching ; Customer centric thinking

Essential Experience and Job Requirements:

Demonstrated ability Salesforce or other SaaS CRM

Minimum of 4-5 years of experience in Data Quality & integrity.

Experience in customer management and collaboration

Shared service center experience; preferably in oil and gas industry/or any multinational

MS Office experience

Superb communication skills and agile work.

Proactive, solution-focused, solid attention to detail

Technical

Able to use independent judgement and contribute in a team environment

Experience of translating business requirements into functional designs

Solid attention to detail

Behavioural

Consistent record of evaluating and driving ‘improvement’ solutions

Customer management – ability to engage with and influence key business customers.

Ability to prioritize engineering decisions and implement tasks independently, providing timely follow-up and resolution

Strong team alignment skills and ability to work cross-functionally with others

Experience with content management systems

Microsoft Office skills, extensive understanding / experience using Excel

Actively working to develop capability with an equal blend of EQ, IQ and drive.

Desirable experience

Exposure to projects that use Agile and Waterfall methodologies

Experience in telephony

Experience working within a global organisation, including using social media style tools to support communications and engagement across time zones

About bp

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Additional Information

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Even though the job is advertised as full time, please contact the hiring manager or the recruiter as flexible working arrangements may be considered.

What you can expect from us!

Our commitment to diversity, equity and inclusion:

At bp, you could be part of Business Resource Groups (BRGs) which belief in the power of inclusion, deeper connections, and shared experiences. They provide a place for employees to learn and share knowledge, to connect, and to improve. The BRGs focus on and encourage talent engagement, development, and retention while creating a broadened sense of community and inclusion for bp employees. The groups cultivate leadership growth by involving employees in developmental opportunities they would not otherwise have access to. Formal and informal mentoring also helps employees develop their professional goals and connect with colleagues. The BRGs’ dedication to growth at all levels helps employees feel more engaged and energized. The BRGs break down barriers, so we can all do better together. Examples of BRGs include (but are not limited to):

• bpWIN (bp Women’s International Network)
• Pride
• Working parents
• PEN (Positively Ethnic Network)
• bpInclusia (bp’s Asian community)
• bpEnergía (bp’s Latin community)

Travel Requirement

Up to 1