Senior Support Analyst

Senior Support Analyst

To meet the Application Support requirement by managing the business comms, understanding technical issues and managing escalation. Associate should be understanding of including all project activities to agreed quality, time and budget specifications. Associate must ensure adherence to Support Management process defined at Hays Global System Technology team.

The role will also be responsible for managing application support for OneTouch environment of Global System team.

Responsibilities:

• Responsible for defining, planning, and monitoring all support activities for IT applications including troubleshooting, performance monitoring, requirements gathering, problem analysis, support analytics, and end-user training
• Accountable for identifying and mitigating risks to the service delivery and proactively address and resolve issues before they impact service levels
• Lead business requirement activities to ensure that needs are effectively translated into detailed functional specifications and/or user stories, from which appropriate business systems can be implemented or existing systems enhanced
• Act as a peer group leader and mentor, to help improve team performance and quality of support deliverables
• Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
• Lead periodic problem analysis meetings and post implementation reviews to document learnings and ensure the continuous improvement of the IT services
• Serve as an escalation point for difficult problems and complex inquiries.
• Monitor service performance and recommend areas of focus for continuous improvement initiatives
• Maintain internal and external controls to ensure proper governance, security and quality of data assets
• Escalate issues and seek advice from Level 3/development team on complex issues or problems in a timely manner
• Participate in on-call rotation for Level 2 support.

Qualifications & Experience:

Must Have

• At least 5 years of experience in application support or service operations in a large enterprise environment
• Working knowledge of relational databases (Oracle, Microsoft SQL Server) and experience writing and debugging complex SQL queries
• Demonstrated experience leveraging ITIL or other service management methodologies
• Knowledge of application monitoring and performance management tools.
• Strong analytical and problem solving skills
• Excellent interpersonal and relationship building skills
• Must be extremely organized and capable of tracking many issues simultaneously
• Needs to demonstrate the ability to build consensus and support from the IT organization on the solutions being proposed
• Excellent verbal and written communications skills, able to articulate complex ideas in succinct, business terms without the use of technical jargon
• Demonstrated ability to prioritize work assignments and to focus on the highest priority issues
• ITIL Foundation certification
• ITIL Advanced training or certification. Must be able to communicate effectively with direct and senior management.

Competencies

• Drive – Demonstrates high levels of energy and persistence to achieve results
• Delivery – Focuses on delivering results reliably, efficiently and effectively
• Entrepreneurship – Spots and develops new business opportunities
• Ownership – Seeks and takes accountability
• Leadership – Inspires and energises others to achieve results
• Communication and Impact on others – Builds engagement through active communication
• Developing Others – Nurtures talent through investing time and energy in others
• Commercial thinking and judgement – Understands key business drivers and the importance of using commercial acumen when making decisions
• Collaboration - Encourages co-operation, networking and shared learning across our stakeholders
• Building our reputation – Champions Hays’ reputation for “recruiting expertise” at all appropriate opportunities
• Improvement – Focuses on the quality of outputs whilst pursuing improvement for the benefit of our clients, candidates and Hays
• Future Oriented – Articulates a position on the future and identifies ways to bring this to reality for the benefit of the client, candidate and Hays

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