- Meets established service level objectives for problem resolution.
- Communicate with internal colleagues to understand the needs of departments and the organization.
- Act as a functional and technical resource for internal and external projects.
- Follow appropriate departmental and company procedures and policies (i.e., change control, security and
- auditing, problem and incident management);
- Participate in developing strategies to allow support to manage resultant problems.
- Triaging the requests issues via the ticketing system, email inboxes and workflow queues.
- Ensure projects are completed on time, day-to-day activities occur as scheduled.
- Works with supervisor on the results/action items of the consequence of errors upon operations, reports,
- service delivery.
- Looks for opportunities and works with supervisor to improve processes that lead to reduced lead times and/or
- increased accuracy.
- Ensure both own and related tasks are completed.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
day-to-day activities of are often complex and will vary depending on the client and type of project. The position
may have the need to work alone on some projects, while others will involve a large team and could be based in one.
location or across various sites.
Typical tasks involve:
- Creating and updating documentation and assisting with testing and training.
- Identifying possible causes of issues or problems.
- Reorganizing own activities to respond to changing needs.
- In addition to the above:
- Identifying issues and forming hypotheses and work with supervisor on proposed solutions.
- Presenting findings and recommendations to supervisor.
- Liaising with the client to keep them informed of progress on requests/issues.
EDUCATION AND EXPERIENCE REQUIRED:
- Bachelor s degree strongly preferred.
- 3+ years experience may be considered in lieu of a degree.
- 2+ years experience in an operations support environment (supporting software products);
- 1+ years experience in the industry strongly preferred.
- Excellent communication skills, with the ability to talk to and present to a range of audiences.
- Strong customer service and troubleshooting skills.
- The ability to work under pressure on multiple projects within your project timeframes.
- Excellent analytical skills and an informed, evidence-based approach.
- A good understanding of information technology.
- Working collaboratively with other team members (client/customer) from different disciplines and backgrounds
PREFERRED SKILLS:
- You could make significant change and impact within your role, making a substantial difference to the
- success of a company and the satisfaction of its employees, both of which can be very rewarding.
- You will work to deadlines and juggle multiple projects, which gives lots of variety but can be stressful.
- The role is largely office-based but may require travel to meet different internal and external stakeholders.
- You will need to demonstrate a high level of professionalism.
