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ASSOCIATE SUPPORT ANALYST (Service Now)

Job Category:

Information Tech

Job Level:

Professional

Open Date:

21-Jun-2021

Location:

QUEZON CITY

Close date:

31-Jul-2021

Client Overview:

Client Overview:
Discover amazing career opportunities with a company that is all about helping people achieve their dreams and aspirations!

Our client is a leading insurance and wealth and asset management group with global headquarters in Canada, operating regionally in Asia and the United States that 35,000 employees across the globe. Its global shared service centre in Quezon City and Lapu – Lapu City provides administrative, finance, investments, analytics, professional services, support, contact centre and information technology services to companies around the world and puts the customers at the forefront.

The company aims to attract, develop and retain a diverse workforce and to foster an inclusive work environment that embraces the strength of cultures and individuals.

Client Industry:

SHARED SERVICES

Job Description and Qualification:



Job Summary

Individual Accountabilities:
• Responsible for seamless functioning of technology and applications for the benefit of internal and external users
• Assists with resolution of issues surfaced by support analysts
• Resolves technical issues and record transactions via ticketing system
• Promotes persistent issues to Engineers and Architects where necessary
• Enables use of software/platform components through configuration, scripting and provisioning, designs materials and processes to educate users
• Create and maintain script libraries to triage most common issues
• Monitors and reports persistent issues to enable Technical Product Owner to manage vendor relationships
• Escalates persistent issues to engineers and architects where necessary
• Proactively makes suggestions for improvements based on understanding of availability SLA
• Platform: Focuses on configuring platform to enable software development
• Infrastructure: Focuses on configuring infrastructure to support platform
• Software: Focuses on configuring software to enable application development
• Uses from catalogue of scripts and solutions to solve known issues regarding configuring, provisioning and maintaining software/platform
• Develops training material, processes and flows to enable users to optimize use of software/platform


Job Requirements:
• Business acumen, ability to relate activities to client’s business model
• Strong knowledge of object and data models; understanding of fields and attributes
• Strong ability to configure and resolve issues
• Understanding of user interfaces, ability to modify templates
• Is pointed in the direction of relevant trainings by his or her colleagues
• Most interpersonal skills meet requirements
• Moderate working knowledge of key aspects of role
• Staying abreast of developments in your own technical discipline
• Most straightforward tasks completed to acceptable standard, requires some iteration
• Requires guidance to link each step
• Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
• Proactively identifies opportunities for improvement in processes and workflows

Minimum Requirement:
• Bachelor’s Degree in any Technology courses (Computer Science, Computer Engineering, IT, MIS or a related Analytical field) / or with Experience in the same field
• Working knowledge and/or experience in the following:
o MS SQL
o Application Support
o Service Delivery
• Proficient in using Microsoft Excel (Macro/VB is a plus)
• Proficient in Microsoft Word and Power Point.
• Understanding of process design documents and technical design documents on Applications
• Eager to learn and adapt to rapid changes in Technology
• Excellent analytical and problem-solving skills
• Possess strong understanding on Access Management
• Flexible to changes in work assignments
• Amenable to work on a Morning Schedule


Nice to Haves:
•      ITIL Certification
• Knowledge for Azure Servers and Database Server
• Knowledge for Change management Process
• With basic understanding and/or Knowledgeable in Programming
• Understanding of HTML and C#
• General knowledge in software testing
• Knowledge in ServiceNow or any ticketing tool
• Experience/Knowledgeable in DocuSign, Messagepoint and Forms Hero
• Knowledge in Agile methodology
• Familiar with Confluence
• Familiar with Jira Software

Decision Authorities:
• Able to work well with close supervision



Salary:

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