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
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
Read Full Description