Associate Support Analyst

Key responsibilities

• Serve as the primary Level 2 (L2) support specialist for eZView and PBM platforms, taking ownership of complex and escalated technical or functional issues that cannot be resolved by Level 1 (L1) teams.
• Provide in-depth analysis, troubleshooting, and resolution of critical incidents, collaborating with IT, development, and operations teams to drive quick and effective solutions.
• Perform root cause analysis on recurring or high-impact issues, documenting findings and driving corrective actions to prevent recurrence.
• Create, maintain, and update detailed knowledge base articles, troubleshooting guides, and process documentation for L1 and end users, fostering knowledge sharing and accelerated incident resolution.
• Oversee system health by monitoring transactions, integrations, and key data flows to proactively identify potential disruptions; escalate systemic or persistent issues to appropriate teams for urgent remediation.
• Provide daily oversight and monitoring of transactions, data feeds, and key system performance indicators on both platforms.
• Work closely with team members to troubleshoot and resolve technical and functional issues related to eZView and PBM.
• Liaise with internal operations and stakeholders to resolve issues related to data accuracy, contract pricing, and workflow consistency on both platforms.
• Identify, recommend, and participate in continuous improvement efforts, focusing on process automation, efficiency, and risk mitigation particularly within L2 operational support workflows.

Business

• Support teams with onboarding internal and external customers/users to the eZView and PBM platforms, managing setup, access, and user provisioning processes.
• Gather and document customer requirements for integration projects and system enhancements across eZView and PBM.
• Participate in building, mapping, and configuring data integrations, workflows, and transaction processes to meet specific business and customer needs.
• Provide platform-related (eZView & PBM) support to internal and external business functions, including troubleshooting and user assistance.
• Collaborate with cross-functional groups to ensure accurate, efficient, and compliant integration with other enterprise systems (e.g., EDI, reporting platforms).

The SLB eCommerce Team has more than 20+ years of experience implementing electronic B2B invoicing with customers worldwide. The eCommerce team’s goal is to deploy best in class digital billing processes to support the business by improving cash flow to provide a competitive advantage for SLB’s global operations.

• Ability to work in global distributed setting without supervision
• Self-driven, Proactive, Systems Thinking
• A good understanding of business requirements and prioritizing needs to deliver a cost-effective service
• Strong ability to troubleshoot and problem solve
• Bonus – experience programming in Java, JSON, REST APIs

SLB is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, or other characteristics protected by law.