{"id":127278,"url":"https://alion.io/job/sgs-technical-support-3","title":"Technical Support 3","company":{"id":3634,"name":"SGS","domain":"sgs.com","url":"https://alion.io/company/sgs","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":638,"ghost_share":0,"stale_share":0.997,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Muntinlupa, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":17500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-08-27T02:53:56Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-28T06:24:16Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 94,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.\n Primary Responsibilities:\nPrimary support for Workday Expenses related requests and incidents\nSemi-front-end group, composed of technical skilled people, attending on-line and off-line transfers from Level 1 Support\nProvide remote support for incidents and requests\nAble to spend more time than Level 1, use additional support tools, and apply specific technical knowledge to increase resolution rate (depending on which areas and capabilities granted)\nWith Workday Expenses administration access to support end users with related concerns.\nCore Incident, Major Incident, Service Request, Problem Management and Knowledge practices involved.\nSpecific Responsibilities:\nResolve Workday Expenses related incidents and requests:Rules\nGL cross-validation rules\nAME rules\nSector mapping to Fcode\nExpense item configuration (adding new, updating existing, removing/archiving)\nTax codes \n\nSoftware Maintenance and Support.\nProvide specialized functional support at application level for Global Business Applications addressing on-line and off-line incidents and requests from Level 1\nParticipate on-line in incident resolution and diagnosis of incidents and, if necessary, collaborate with Business Applications owners and Application Support Teams.\nResponsible for maintaining and increasing the resolution capability of Application Support tickets by Level 1\nEnsure knowledge and specialization are effectively transferred to Level 1 (e.g., periodic knowledge transfer sessions, ticket solutions, KDB documentations, …)\nAct as interface with Business Application owners to maintain and increase the resolution capability. Manage periodic meetings with Business Application Owners for reviewing documentation, follow-up application changes and releases, outages, known errors and solutions of escalated tickets\nITSM tool KDB, self-service solutions and FAQs for Business Applications in-scope updating\nExecute ongoing effort to improve first level resolution by analyzing improvement areas and proposing improvement actions to Level 1\nProvide extended tasks and administration activities (operation, support and maintenance) related to second level incident resolution covering functional and technical incidents escalated from Level 1\nComplies with relevant Management Systems\nComplies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives including, but not limited to:\nDemonstrates strong obligation to SGS QHSEE policies, procedures and work instructions by actively participating in meetings, projects and events, completes required training, intervenes in unsafe situations, refuses unsafe work, and complies fully with all applicable laws and regulations related to HSEE\nPerform appropriately and immediately to emergency situations and assists other staff members in maintaining readiness to react to emergencies within the workplace\nDisposes or directs the disposal of waste generated as a part of daily work performed in a safe manner and in compliance with the disposal regulations and requirements, and in accordance with SGS Environmental Management System requirements\nReports all incidents, including near misses and hazards, that may affect the achievement of QHSEE objectives in accordance with SGS Incident Reporting and Management requirements\nEfficiently uses all equipment, including safety equipment, and company owned property in the manner intended and reports any damaged / lost equipment to immediate superior\nMaintains a safe and tidy worksite according to the organization’s 5S program and guidelines\nMaintains awareness of the safety and health related hazards and environmental aspects and proposes action plans to control the risks to immediate superior or QHSEE Coordinators\nActively participates in incident investigations and risk assessments as deemed necessary by SGS management\nFulfills the requirements needed in the success of the QHSEE Management System\nRecognizes the potential consequences of not following the established policies, procedures, and guidelines, including not fulfilling the organization’s compliance obligations.\nBachelor's degree or equivalent in engineering or information technology/service management courses\nPrevious work experience in handling 2nd level technical support role\nExperience with incident and request management\nExposure to multi-cultural environments.\n At least 3 years’ work experience.\nAdvance level desktop support 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