Business SME-Solution Support, EMEA at Glencore

• We are looking for a detail-oriented and proactive Business SME – Solution Support to join our team. In this role, you will be responsible for supporting Glencore’s business applications and GRC platform. The role involves assisting and providing support for application issues escalated from the business teams.
• Working closely with internal stakeholders, third-party vendors, and IT teams, the role helps ensure that systems function as expected, issues are resolved efficiently, and new releases or enhancements meet business requirements.

The main tasks and responsibilities include:

Business SME - Solution Support

• Act as single point of contact for users in the region for all application related queries.
• Provide solution support for issues escalated from business users.
• Assist business users with queries and issues related to the organisation’s GRC platform.
• Investigate, troubleshoot, and reproduce reported issues.
• Document findings and escalate issues to internal IT/platform teams or vendors as required.
• Track incidents and service requests through the organisation’s ticketing system (JIRA) and share periodic updates to the business users raising requests.

Stakeholder Coordination

• Support communication between business users, IT teams, and vendors during incident resolution.
• Act as a liaison to ensure issues are resolved in a timely and effective manner.

Documentation & Continuous Improvement

• Maintain knowledge base articles and troubleshooting documentation.
• Assist in improving testing procedures, platform documentation etc.
• Help monitor platform performance and report recurring issues or trends.

Technical Experience:

• Degree in Business, Commerce, Computer Science, Information Technology, or a related field (or equivalent experience).
• Strong analytical and problem-solving skills.
• Good written and verbal communication skills.
• Ability to document issues clearly and work collaboratively with technical and business teams.
• Strong attention to detail and organisational skills.

Key strengths include:

• Experience or interest in Governance, Risk and Compliance (GRC) platforms such as MetricStream.
• Basic understanding of enterprise applications or business systems.
• Detail-oriented with a strong focus on quality and accuracy.
• Curious and eager to learn new technologies and systems.
• Proactive problem-solver with a service-oriented mindset.
• Comfortable working in a collaborative and fast-paced environment.