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Platform Administration - Associate Support Analyst

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Working Arrangement


Job Description

Job Summary:

Platform Middleware Services team is currently looking for a candidate with proven experience supporting and administering variety of middleware platforms. Daily responsibilities will include:

  • user administration
  • environment health checks / KLO
  • support of incident, request, change and problem tickets
  • troubleshooting and incident management of all platform environments

Platform Services Middleware team is responsible for providing administration support for multiple shared platforms. Experience or familiarity with at least one of these is preferred:

  • Informatica
  • MicroStrategy
  • Business Objects
  • JIRA & Confluence
  • SharePoint Online
  • Adobe Experience Manager
  • Hanzo
  • Alfresco

Platform Middleware is a 24/7 support team. Person in this role is expected to rotate shift coverage on monthly basis, as well as perform regular On-Call support on weekends.

Person in this role will be expected to learn the basic support tasks for all supported platforms and will have opportunity to specialize in one of the platforms if desired.

Job Responsibilities:

Support Platform Middleware team in daily tasks:

  • Participate in platform upgrades/patching.
  • Maintain and update Platform Support documentation as needed.
  • Follow established change management procedures.
  • Be available to work off-hours and extended shifts if required.
  • Provide On-Call support as part of On-Call rotation within the Platform Support team.
  • Proactive ownership of incidents-issues until resolution
  • Logging and tracking identified system problems through resolution.
  • Creating and maintaining documentation on processes, policies, application configuration and help related materials for users as database applications are developed.
  • Ability to effectively communicate, cooperate, and collaborate; ability to lead
  • Building effective working relationships with internal and external resources, technology vendors and outsourcing service providers
  • Interfaces with IS groups, strategic vendor partners, and other Business Units, peers, IS Managers, Directors, and AVPs.
  • Application Enhancement and Automation
  • Optimize processes and lead process improvement
  • Provide tier 2 support of platforms and processes
  • Participate in and/or lead improvement projects, implementations, and upgrades to information delivery tools and analysis tools.
  • Promotion/Migration of Codes and Packages
  • Participate in Annual Disaster Recovery

Key Accountabilities:

  • Provide User Support Services:
    • Create and track user requests via JIRA
    • Update existing JIRA tickets
    • Keep JIRA Dashboard updated
    • Produce weekly status updates
  • Provide Consulting services
    • Analyze business enhancement request
    • Work with vendor on work estimates
  • Provide Reports on demand
    • Access audit reports
    • Groups audit reports
  • Optimize processes and lead process improvement
    • Process Automation


Skills and Competencies:


  • Candidate must have at least 2 years’ tenure in IT Role
  • Candidate must pass or exceed the current role’s expectations and meet ALL performance metrics
  •  Must not have any attendance issues and has not received any disciplinary actions
  • College/University graduate (Computer Science or related discipline is preferred) or with previous related work experience

Technical Skills:

  • 2 or more years’ progressive experience in a large, multinational organization, experience within financial services, or insurance industry preferred
  • 2 or more years’ specific hands-on experience in the administration of and/or of a web crawling or web site content management technology platform
  • Broad knowledge of other related technical disciplines: web site maintenance, web site management, web crawling, etc.

Language and Interpersonal Skills:

  • Strong customer service and interpersonal skills such as teamwork
  • Strong written, verbal, and presentation skills
  • Ability to effectively communicate, cooperate, and collaborate; ability to lead and influence technical peers and decision makers.
  • Candidate must have good organizational, time management, and planning skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
  • Candidate must demonstrate problem solving skills.

Tools Specific Knowledge:

  • Required:
    • Knowledge of Windows, Outlook, MS Teams, and basic Microsoft Office tools.