Application Support Analyst

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.
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