Production Support Analyst, APAC
Singapore, Singapore, Singapore
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We’re a diverse collection of thinkers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. This is a deeply reciprocal place, where everything we build is the result of people in different roles and teams working together to make each other’s ideas stronger. That same real passion for innovation that goes into our products also applies to our practices, strengthening our dedication to leave the world better than we found it. The People Business Process Re-engineering team is looking for a Production Support Analyst to partner with our HR and Information Systems and Technology (IS&T) teams to optimize and support critical employee systems. You will have technical support or HR support experience and be focused, motivated, and appropriate working in a deeply fast-paced environment.
- Flexibility and adaptability are key attributes needed for success. You should also have strong analytical, process, and social skills to handle a variety of technical critical issues that come from various parts of the business.
- You are willing to work at a very detailed level to tackle problems and analyze cases while still being able to communicate impacts to the business in a non-technical manner.
The Production Support Analyst position in People BPR will provide business analysis, configuration and support for Apple’s HR systems worldwide. Working with end users, IT professionals, HR professionals and other members of the People BPR group, this person will provide Tier 2/3 support for Apple’s HR systems. - Receiving incidents and critical issue requests from the HR or IS&T Helplines or end-users - Analyzing issues and either responding with a solution or calling it out to the IS&T team - Participating in user acceptance testing for upcoming system releases and root cause technical fixes to incidents raised to IS&T - Configuring critical HR systems based on business requirements - Ownership to resolve each ticket, which may require interaction with Apple's IS&T group, HR, Payroll or third-party vendors - Facilitating conversations with HR business partners to refine business requirements for system configuration - Participating in project lifecycle achievements such as design playbacks, knowledge transfers and support readiness planning - Monitoring and reporting on ticket metrics such as Ticket Volume, Closure Rate, Backlog Aging and working with IS&T teams to ensure timely, effective and efficient resolution outcomes - Performing appropriate documentation and communication with required teams upon issue resolution - Analyzing process and system changes and dedicatedly identifying problem trends
Education & Experience
Requires a BA/BS or equivalent experience plus 3+ years of experience in customer, technical support or helpline role.
- You will work at both a strategic and tactical level and have strong analytical and leadership skills to handle a variety of activities and complexities spanning the organization.
- On-call weekend and after-hours work required.