Siemens Digital Industries Software is a global technology powerhouse. With some of the best-known brands in the world, Siemens has stood for engineering excellence, innovation, quality, and reliability for more than 175 years.

Brightly team is seeking an experienced Support Analyst that provides technical application support to our Customer Support organization. In this role, you will work closely with the Client Support and our Technology teams in providing exceptional customer service and troubleshooting support. The successful candidate will triage, investigate, and / or escalate specifically related to the functions of the application(s). A strong candidate will have the ability to learn and assess various application and data issues, as well as manage issues through to resolution. This role serves as a primary support liaison between CSC (Client Support Center) and our Technology teams (Cloud Operations, Software Engineering, etc.).

Responsibilities:

• Develop, coordinate, and promote enterprise-wide incident management activities.
• Ensure the effective functioning of Incident Management processes across all support areas.
• Assess priorities, investigate and diagnose incidents, and execute SOP Knowledge Base triage steps.
• Compose internal communications for all management levels, ensuring appropriate urgency with minimal supervision.
• Create and manage internal metric report requests for management.
• Troubleshoot issues, perform root cause analysis, and handle diverse client inquiries.
• Support service uptime and meet MTTD/MTTR targets in alignment with service level agreements (SLAs).
• Provide technical support for applications, including data flow analysis, user interfaces, and issue resolution.
• Perform deep dives into technical issues, resolve problems, or escalate as needed to optimize performance.
• Participate in a 24/7 on-call rotation for critical system and application support.

Qualifications:

• Bachelor’s degree in Computer Engineering, Computer Science, or equivalent field.
• Proven experience in IT production or application support roles.
• ITIL Foundation Certification or similar credential.
• Team-oriented with the ability to work across technical and business groups.
• Skilled in acting as an intermediary between client support and technology teams.
• Knowledge of relational databases and client/server technologies.
• Experience with ticketing tools (e.g., JIRA, Salesforce).
• Familiarity with monitoring tools (e.g., Splunk, Datadog).
• Proficiency in reporting/dashboard tools (e.g., Power BI, Tableau).
• Excellent written and oral communication skills.
• Ability to liaise across multiple business areas and communicate with executive-level stakeholders.
• Strong analytical, organizational, and problem-solving skills.
• Quick learner with adaptability to changing environments.
• Collaborative work ethic, team-oriented, and high integrity.
• Expertise in analysis, judgment, decision-making, and planning with a proactive approach.
• Passion for and experience in continuous process improvement.
• Strong customer-facing experience with brainstorming and conceptual discussions.
• Ability to work independently and as part of a team.
• Strong work ethic and critical thinking skills.

We’re Siemens. A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and creativity and help us shape tomorrow!

We offer a comprehensive reward package which includes a competitive basic salary, bonus scheme and generous holiday allowance.

Siemens is an equal opportunities employer and do not discriminate unlawfully on any grounds. We are committed to providing access and equal opportunity.

#LI-PLM

#LI-Hybrid