Application Support Analyst (Americas)
Application Support Analyst (Americas)
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Role
Excellence
- Contributetothedevelopmentofnewtoolsprocessesandsolutionstomeetourclientteamstechnical needs
- Consultwithotherbusinessanalystsanddeveloperstoidentifyresolutionstobusinessneedsandother related platforms
- Providetechnicalandgeneralapplicationfunction/featuresupportforclientsfrome-mailphoneand customer portal inquiries.
- Manageandtriagemultipleincomingprioritieseffectivelybyunderstandingclientneedsandmeeting standard service level agreements
- Followthefirmsbusinessprocessesprotocolsandqualitystandardsinthedevelopmentanddeployment of solutions
- Performbasictroubleshootingstepstoidentifyrootcausesandhelpresolvetechnicalissues.
- Developatrustedanalystrelationshipwithdevelopersandproductmanagerthrougheffective communication
People/Clients
- Partnerandcommunicateeffectivelyinateamenvironmentwithconsultantsdevelopersandotherteam members
- Participateinlocalregionalandnationalmeetingsasrequested
- Trackstheprogressofclientincidents/ticketsandcommunicatesstatustotheSoftwareDevelopmentand Support Leadership Team or to client as appropriate
Financial
- Take ownership of all client interactions entering via the client support infrastructure identify potential applicationissuesutilizeappropriatefollow-throughlogallclientinteractionsandescalateforresolution
Achievesupport-related productivity targets
Qualifications
The Requirements
- 4yearsofexperienceworkingasasystems/applicationanalystordataanalyst
- Bachelorsdegreerequiredpreferablyinaprogramwithaheavyemphasisontechnology
- Abilitytoworkinaglobalteamenvironmentisessential
- ExcellentoralandwrittenEnglishcommunicationskills
- Strongclientserviceorientation
- Workingwithintightdeadlines;balancingtimeacrossmultiplesimultaneousprojectsthatmayinvolve different procedures and project team members
- Collaborationwithaglobalteamincludingtakingaccountabilityforqualityandon-timedeliveryofown work and involving other team members when appropriate
- Experienceinmanagingmultiplestakeholdersandworkingacrossgeographicboundaries
- Abilitytoworkinateamaswellas independently
- Effectivecollaborationandproblem-solvingskills
- Abilitytoacceptdirectandperformresponsibilitiesandworkassignedasaprojectteammemberin support of the overall project
- Abilitytoworkextendedhoursasneeded
- Abilitytoworkonshiftingschedule
- Abilitytobeon-callduringweekends
- Abilitytoworkonholidaysdependingonthebusinessneeds
Attitudeandbehavior:
- Self-starterattitudewiththeabilitytoestablishprioritiesworkindependentlyandwithlimitedsupervision
- Abilitytoasktherightquestionsandseekhelpwhereappropriate
- Senseofaccountability:owningonesworkandtakingprideinit
- Proactivecollaborationwithaglobalteamincludestakingaccountabilityforthequalityandon-time delivery of own work and involving other team members when appropriate
- Continuousimprovementmindsetincreasingtaskefficiencyandeffectivenesswitheachprocessor service repetition
TechnicalSkillsandExperience:
- EyefordetailtoidentifyprocessgapsconductRCAandsuggestworkablesolutions
- ProficiencyinMSOfficeapplicationsespeciallyExcelwithmacros
- KnowledgeofConfluenceand/orSharePointisaplus
- FamiliaritywithAzureservicessuchasAzureDevOpsAzureADB2CorApplicationInsightsaplus
- ExperienceworkingwithHR-relatedsurveysisaplus
- KnowledgeinSQLpreferredbutnotrequired
- Familiaritywithstandardwebfront-endtechnologies(.)JIRAWeb-based applications and tools a plus
- FamiliaritywithDataDogandPagerDutyaplus
WTW is an Equal Opportunity Employer
Required Experience:
IC
Employment Type
Full-Time
