Application Support Analyst
21 hours ago
Description
Our work touches the lives of millions of people. We are dedicated to helping our clients deliver an excellent experience to the members of their pension schemes. This is an exciting opportunity to join Outsourcing GB Technology, as an Application Support Analyst Level 1 within the Service Management and Application Support function in Outsourcing GB Technology. You will be in a team of Application Support Analyst Level 1s, reporting into a Manila Support Lead and responsible for the daily processing and resolution of Level 1 production incidents.
- Participation in day to day support call logging and allocation.
- Classify support issues received from users and allocate them with the support teams for resolution.
- Monitor and report on volume of support issues received and outstanding.
- Process fixes for standard support issues and report back to users.
- Provide an excellent customer service experience for all that contact the Support desk.
- Maintain system documentation and procedures to ensure completeness and utility.
- Ad hoc tasks to support the team and the demands of the business.
- Formulation, maintenance and execution of test plans for solutions to support issues.
- Recording of management information in respect of the issues raised by users.
- Maintenance of the team's ticket logging system.
- Analyze and document support issues providing potential solutions or options.
- Provides mentoring and training to junior members of the team.
- Able to stand in as an escalation point in times of management absence.
- Builds collaboration and influence across WTW.
- Out of hours support may be required from time to time and colleagues will be consulted where required
Excellence
Performance Objectives:
- Confidently analyze information and situations appreciating the wider impact. Anticipating problems/obstacles before they occur.
- To think creatively about solutions to problems
- Able to identify significant/high impact support issues and key details reported by users
- Able to monitor and classify support calls efficiently and allocate them appropriately
- Comfortably manage and carry out a varied workload of personal and team priorities.
- Identifies improvements in the effectiveness of the team and offers procedures to implement.
- Ensure technical
- Recognize the importance of adhering to quality standards and work procedures to maintain the integrity of the system.
People
- Comfortably works co-operatively with others, predominately offering support where needed.
- Builds collaboration and influence across WTW.
- Provides main support and coaching to continue in the sharing of team knowledge.
- Take responsibility for own career development by seeking new challenges and accepting opportunities.
Clients
- Regularly takes the lead and shows initiative where appropriate but equally prepared to take instructions and show respect for others.
- Contributes to varying projects across the whole department when opportunities arise.
- Works collaboratively with other teams to offer/identify areas of improvements in procedures.
Qualifications
The Requirements
- Highly motivated with a can-do attitude.
- Excellent Customer Service.
- Ability to work quickly and efficiently.
- Open to work on a shifting schedule including weekends and holidays
- Open to hybrid work setup
- Confident user of Microsoft Windows and Microsoft Office (especially Excel)
- Interested in learning UNIX based applications and SQL scripting.
- Excellent attention to details.
- Strong problem-solving skills.
- Able to work well under pressure and meet targets.
- Able to interpret figures and be able to conduct basic arithmetic calculations accurately.
- Able to write clearly and concisely and adapt styles for various purposes and audiences.
- Articulate effectively and appropriately in various situations.
- Experience of telephony administration tools (like 8X8) is advantageous.
- Experience and knowledge of ITIL and Service Desk Institute frameworks is advantageous
Technical Competencies
Subject Matter Expertise
Developing expertise
You seek opportunities to build your subject matter knowledge, skills and understanding of emerging technologies and industry practices in your area. You share your knowledge with team members.
Applying expertise
You apply your subject matter knowledge and skills to develop and improve routine and non-routine solutions
Solution Development
Systems thinking
You work across teams to develop solutions.
You look at the bigger picture to identify links between domains, systems, people and processes.
Focusing on quality
You mentor others and take ownership and accountability for the quality of your own and team's solutions.
Technical Communication
Simplifying complexity
You apply subject matter knowledge to answer technical questions clearly and concisely, limiting jargon.
Influencing stakeholders
You consider the needs and comprehension level of different stakeholders to determine the most appropriate content and style.
WTW is an Equal Opportunity Employer
-
Applications Support Analyst
2 weeks ago
Taguig, National Capital Region, Philippines Citi Full time ₱2,400,000 per yearThe Applications Support Analyst 2 is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or...
-
Applications Support Analyst
6 days ago
Taguig, National Capital Region, Philippines Citi Full time $40,000 - $60,000 per yearThe Applications Support Analyst 2 is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or...
-
Application Support Analyst
23 hours ago
Taguig, National Capital Region, Philippines myGwork - LGBTQ+ Business Community Full time ₱300,000 - ₱450,000 per yearThis 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.DescriptionOur work touches the lives of millions of people. We are dedicated to helping our clients deliver an excellent experience to the members of their pension schemes. This...
-
Application Support
1 week ago
Taguig, National Capital Region, Philippines Manpower Outsourcing Services, Inc. Full time ₱1,200,000 - ₱2,400,000 per yearPOSITION SUMMARYThe Application Support - SAP Supply Chain Analyst role is to provide functional support within the Supply Chain modules of the ARDx SAP systems (PP, MM, WM).The Supply Chain Analyst will be responsible for providing day to day support to the global ARDx business, working closely with other Functional team members, Development and Security...
-
Application Support – SAP FICO Analyst
1 week ago
Taguig, National Capital Region, Philippines Manpower Outsourcing Services, Inc. Full time ₱900,000 - ₱1,200,000 per year1.Position SummaryThe Application Support - SAP FICO Analyst role is to provide functional support within the Finance and Controlling module of the Alere SAP systems.The SAP FICO Analyst will be responsible for providing day to day support for the global Alere business, working with other team members and business users to resolve issues. Assist the SAP Team...
-
Taguig, National Capital Region, Philippines JBW Managed Consulting and Services Full time ₱840,000 per yearJob Responsibilities – IT Clinical Applications Business Analyst, Ticketing SupportSUMMARYThis role is based in our offshore Global Business Center and plays a critical role in delivering high-quality, specialized IT support to end users in the United States who rely on Electronic Health Record (EHR) systems. The IT Clinical Applications Business...
-
Application Support Specialist
6 days ago
Taguig, National Capital Region, Philippines Adaca Full time ₱900,000 - ₱1,200,000 per yearRole Summary:We are seeking highly motivated and ambitious Application Support to join our growing team. This role offers a unique opportunity to support our UK operations during their respective business hours.This is a long-term career opportunity — our solutions and industries require 18–24 months of structured learning before mastery. We are seeking...
-
Senior Application Support Engineer
22 hours ago
Taguig, National Capital Region, Philippines JPMorgan Chase & Co. Full time ₱900,000 - ₱1,200,000 per yearJob Description Join our team as an Environments Analyst and leverage your technical expertise to enhance our non-production environments. Be at the heart of innovation and service excellence, driving improvements and building strong partnerships across global teams. Job Summary: As an Environments Analyst, you will coordinate and implement...
-
IT Application Support
6 days ago
Taguig, National Capital Region, Philippines Avia Solutions Group Full time ₱900,000 - ₱1,200,000 per yearAvia Solutions Group (ASG) Global Services Philippinesis looking for anIT Application Supportto contribute to the operations ofChapman Freeborn International.This position is based in the ASG Global Services Philippines office in BGC, Taguig, under a hybrid setup and working on EMEA Time Zone.Chapman Freeborn Internationalis a multi-award winning, global...
-
IT Application Support
6 days ago
Taguig, National Capital Region, Philippines Chapman Freeborn Full time ₱900,000 - ₱1,200,000 per yearAvia Solutions Group (ASG) Global Services Philippines is looking for an IT Application Support to contribute to the operations of Chapman Freeborn International.This position is based in the ASG Global Services Philippines office in BGC, Taguig, under a hybrid setup and working on EMEA Time Zone.Chapman Freeborn International is a multi-award winning,...