Analyst Digital Platform Support

Key Responsibilities

Perform the daily activities and operations of application support team.

Work with vendors for 3rd level support and TMF Internal teams.

Support the applications used in Digital Platform support team and meet the requests response and resolution within specified timelines.

Sets priorities for self to ensure task completion, coordination of work activities with peers and Global Application support Manager.

Use judgment to identify, troubleshoot and resolve day-to-day technical and operational, application support related problems.

Follow ITIL processes along with TMFs best practices and guidelines.

Other role characteristics: highly self-motivated, directed, detailed, analytical, problem-solving, critical thinking, ability to effectively prioritize and execute tasks in a high-pressure environment.

Attend internal and vendor facing meetings as and when needed.

Contribute to Application support document library.

Liaise with TMF Internal IT team in gathering required information around applications.

The role will report to a Global Application Support Manager.

You will be focused on application support under Global Technology SERVICES. Responsibilities will include:

Analyse, design, and improve our application support processes.

Generate and maintain end to end Application Support documentation, ensuring on time & high-quality delivery.

Flexible in working hours to support application users globally in rotational shifts.

Utilise ITIL framework in day to day support activities.

Support and train new team members.

Be a champion of our TMF Operating model.

Key Requirements

• Overall 3-6 years of application support experience within a leading management consultancy or equivalent.
• Build strong relationships with IT and Business stakeholders
• Working effectively and delivering at pace within a global team.
• Excellent English written and spoken communication skills.
• Good to have Spanish/Portuguese communication skills.
• Min 3 years experience in Incident management/ application Support.
• Analytical and problem solving skills.

Key Qualifications

• Graduate Degree
• ITIL foundation knowledge
• Understanding of support framework