Application Support Analyst (Americas)

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

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