Support Engineer - Project Portfolio Management (PPM) Tools

About the Role

This position involves providing multi-level application support and maintenance for various Project Portfolio Management (PPM) systems including ServiceNow PPM, CA Clarity PPM, Oracle Primavera, and Microsoft Project Online. The role focuses on troubleshooting issues, maintaining system uptime, and managing configurations to enhance project management efficiencies.

Key Responsibilities

• Deliver L1 to L3 application support across PPM tools such as ServiceNow PPM, CA Clarity PPM, Oracle Primavera, and MS Project Online.
• Investigate and resolve incidents, defects, and user queries while ensuring optimal system performance and availability.
• Handle ticket management via IT Service Management (ITSM) tools, conduct root cause analyses, and implement preventive strategies in alignment with service level agreements (SLAs) and key performance indicators (KPIs).
• Configure workflows, design forms, and develop dashboards within PPM applications; oversee user roles, entitlements, and security settings.
• Facilitate integrations with other enterprise systems and generate reporting and analytics for project status updates, portfolio dashboards, and resource allocation.

Required Qualifications and Skills

• 3 to 8 years of experience supporting applications related to project management or PPM tools.
• Proficient with ServiceNow PPM, CA Clarity PPM, Oracle Primavera, and MS Project Online support.
• Basic knowledge of SQL for diagnostics and reporting purposes.
• Experience with APIs and integration mechanisms to manage data flows between systems.
• Familiarity with ITSM platforms, preferably ServiceNow, and processes for incident and problem management in live environments.
• Bachelor's degree in Computer Science or a related discipline.

Preferred but Not Mandatory

• Exposure to cloud platforms such as Azure or AWS.
• Skills in automation and scripting.
• Understanding of financial components within PPM solutions.