Application Support Analyst

2 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. 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. Role 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 Track the progress of client incidents/tickets and communicate 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 #J-18808-Ljbffr