Application Support Analyst

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

Our Retirement and Investments Technology (RIT) group designs, builds, hosts and supports financial and administration software for our user base, for both internal and external clients. Our group is made up by multiple Agile Scrum and Kanban teams around the globe, working collaboratively as we strive to reduce time to market, deliver increased business value and improve the quality of our digital services.

If you are an IT professional looking to advance their career, we have an exciting opportunity for you to become part of our Technology Operations function underpinning our key Retirement and Investments systems.

The role is on our Application Support Team, covering a broad range of technical and organisational aspects which support the operation and delivery of our software.

The Role

• Develop a trusted analyst relationship with developers and product manager through effective communication and efficient and clear requirements and testing.
• Attend various team meetings as appropriate to present status and feedback on requirements issues as well as other internal processes.
• Contribute to the processes and solutions to meet our technical needs.
• Consult with other business analysts and developers to identify resolutions to business needs and other related platforms.
• Provide technical and general application function/feature support for clients – from e-mail, phone, and customer portal inquiries.
• Manage and triage multiple incoming priorities effectively by understanding client needs and meeting standard service level agreements.
• Define and update regression tests and smoke tests as needed.
• Follow the firm’s business processes, protocols and quality standards in the development and deployment of solutions.
• Partner and communicate effectively in a team environment with consultants, developers, and other team members.
• Participate in local and international meetings as requested.
• Tracks the progress of client incidents/tickets and communicates status to Team Lead or to Global Client Support Manager or to client as appropriate.
• Take ownership of all client interactions entering via the client support infrastructure, identify potential application issues, utilize appropriate follow-through, log all client interactions, and escalate for resolution.
• Achieve support related productivity.
  
  

Qualifications

The Requirements

We are looking for a logical thinker who is well organised, motivated to enjoy diverse duties and a strong desire to learn quickly and gain responsibility, with a keen interest in technology and software.

If This Sounds Like You, You Must Have

• 2-3 years of relevant experience as IT Service desk or Application Support Analyst
• Excellent oral and written communication skills
• Strong client service orientation
• Has experience working within SLAs
• Collaboration with a global team, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate.
• Familiarity with standard web front-end technologies Microsoft Sharepoint based application is a plus.
• Self-motivated and ability to remain focused on assigned products.
• Committed to quality and continuous improvement.
• Desire to learn, accept new challenges and have fun.
• Ability to work extended hours as needed.
• Bachelors’ Degree
  
  

WTW is an Equal Opportunity Employer