Application Support Analyst (Americas)

WTW


Date: 1 week ago
City: Taguig
Contract type: Full time
Description

The Role

Excellence

  • Contribute to the development of new tools, processes and solutions to meet our client teams’ 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
  • Follow the firm’s business processes, protocols and quality standards in the development and deployment of solutions
  • Perform basic troubleshooting steps to identify root causes and help resolve technical issues.
  • Develop a trusted analyst relationship with developers and product manager through effective communication

People/Clients

  • Partner and communicate effectively in a team environment with consultants, developers and other team members
  • Participate in local, regional and national meetings as requested
  • Tracks the progress of client incidents/tickets and communicates status to the Software Development and Support Leadership Team or to client as appropriate

Financial

  • 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 targets

Qualifications

The Requirements

  • 4+ years of experience working as a systems/application analyst or data analyst
  • Bachelor's degree required, preferably in a program with a heavy emphasis on technology
  • Ability to work in a global team environment is essential
  • Excellent oral and written English communication skills
  • Strong client service orientation
  • Working within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team members
  • Collaboration with a global team, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate
  • Experience in managing multiple stakeholders and working across geographic boundaries
  • Ability to work in a team as well as independently
  • Effective collaboration and problem-solving skills
  • Ability to accept, direct, and perform responsibilities and work assigned as a project team member in support of the overall project
  • Ability to work extended hours as needed
  • Ability to work on shifting schedule
  • Ability to be on-call during weekends
  • Ability to work on holidays depending on the business needs

Attitude And Behavior

  • Self-starter attitude with the ability to establish priorities, work independently, and with limited supervision
  • Ability to ask the right questions and seek help where appropriate
  • Sense of accountability: owning one's work and taking pride in it
  • Proactive collaboration with a global team includes taking accountability for the quality and on-time delivery of own work and involving other team members when appropriate
  • Continuous improvement mindset – increasing task efficiency and effectiveness with each process or service repetition

Technical Skills And Experience

  • Eye for detail to identify process gaps, conduct RCA and suggest workable solutions
  • Proficiency in MS Office applications especially Excel with macros
  • Knowledge of Confluence and/or SharePoint is a plus
  • Familiarity with Azure services such as Azure DevOps, Azure AD B2C, or Application Insights a plus
  • Experience working with HR-related surveys is a plus
  • Knowledge in SQL preferred but not required
  • Familiarity with standard web front-end technologies (HTML, CSS, XML. etc.), JIRA, Web-based applications and tools a plus
  • Familiarity with DataDog and PagerDuty a plus

WTW is an Equal Opportunity Employer

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