Job Description
*Temp-to-Perm position, initial contract 6 months*
Role Outline
The person in this role is responsible for Tier 2 Application support for the EMEA region. Support includes over 20 offices throughout EMEA. The person acts as a point of contact with the user community to understand issues, log issues and resolve them in a timely manner. Collaborates with System Analysts, Developers and Engineers to design and create quality systems. Oversees system implementations, user training and escalation processes. Interfaces between IS developers and stakeholders to ensure that systems designs meet the needs of end users. Understands and identifies issues, assesses root causes and proposes solutions to deficiencies.
Maintains relationships with stakeholders to support current products and future improvements. Takes part as a member of a distributed Agile team to work on enterprise solutions as required.
Core Responsibilities
Work within an Agile Software Development Lifecycle environment; SCRUM and KANBAN. The team will develop Sprint story points. Follow requirements specified by business/systems analyst(s) and designs by the Enterprise/Solution Architects or Lead Developer(s).
- Gathering information and requirements from stakeholders; translating requirements to a technical scope through requirement engineering process.
- Working closely with teams to identify gaps, redundancies, ultimately optimizing and developing prescribed solutions for application improvement.
- Participate in system or acceptance testing of new releases of the software.
- Co-ordinates UAT process and release documentation.
- Remain familiar with the user environment on all applications.
- Responding to client calls in a professional manner, providing solutions and advice where appropriate.
- Ensuring Service Quality levels are maintained.
- Ensuring all issues are handled in a timely manner.
- Reviewing outstanding issues, ensuring clients are kept informed of progress.
- Support, co-ordinate and work with IT team and/or any other external parties to resolve Application and/or infrastructure issues.
- Ensures that any regularly scheduled processes are executed by documented deadlines.
- functional and technical documentation where required, of new or updated features for sharing knowledge across technical team.
- with the business to communicate upcoming changes, manage expectations and support training where needed.
- with technology and Product teams to improve current systems / procedures and build out new initiatives.
- stakeholder relationships, internally and externally taking a collaborative and inclusive approach to engagement.
- with the Global Support teams on Allegis Global initiatives.
Skills
- 3+ years’ experience providing business systems/workflow support / application support for ERP and bespoke in-house developed applications.
- Understanding of IT systems and applications.
- A fast learner with strong troubleshooting/analytical skills
Ability to adapt to changes and ambiguity within the workplace.
- organisational skills with a demonstrated ability to manage a busy schedule/workload under pressure.
- stakeholder management skills
- to work on own initiative and as part of a team.
- workload to tight and often conflicting deadlines
High level of detail and process orientation
Analytical, structured, and logical in approach.
Strong written and verbal communication skills
- of Agile methodologies, a plus
Behaviors
- Strong customer service background.
- Business acumen.
- Technical and analytical aptitude.
- High level of attention to detail.
- Team Focused.
- Excellent interpersonal and relationship building skills.
- Excellent Organizational Acumen.
- Self-Motivation/Self Starter.
- Continuous learner; seeks growth and self-improvement.
Leading Self and Others.