Senior Support Analyst

About Firstsource :

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes

.We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.Our clientele includes Fortune 500 and FTSE 100 companies.

Role :Senior Support Analyst 

• Providing support for EX applications (SaaS/cloud ERP) including but not limited to Diligent, Promapp, Zoom, Planview, Promaster, xRef and others

• Ensuring application issues are investigated in a timely manner and responded to within agreed timeframes.
• Creating reports and dashboards as required in Applications
• Conducting training for end users on systems as required
• Working with product manager in creating knowledge articles for application support.
• Providing end users and functional leads support in resolving support tickets using ITSM tools such as Jira and Freshdesk and communicating to end users via O365 channels and other internal channels as required
• Partnering with vendors, business stakeholders, system users and IT to obtain timely resolution to any systems issues to ensure continued performance of systems to required standard
• Developing and implementing strategies and tools for the continuous monitoring and evaluation of technology issues to ensure that emerging risks /threats are identified, Using the CA ANZ Change processes to implement changes in production systems, in conjunction with the product management continuous improvement teams.
• Managing any data uploads in a timely manner as required in the course of managing the applications.

We will give you responsibility for:

• Managing ongoing organisation structure, system integrity within applications  as applicable.
• Championing EX systems and ensuring robust processes and guides are in place for the end user support of the applications
• Maintaining system integrity including regular review of data integrity and administration processes and updating all documentation to reflect changes to the system and lessons learned.
• Managing access to EX systems as required and in line with security policies and procedures including password resets, respond to user requests for features based on knowledge articles
• Maintaining and managing system security configuration and setup.
• Developing plans, conducting testing and implementing system upgrades and modifications
• Testing system changes and updates before go-live and reporting systems issues to systems vendors and works with vendors to resolve the issues. Documenting processes and results.
• Providing accurate and timely information to end users of EX applications in conjunction with service desk teams
• Planning, providing, or arranging training, for staff as needed on the use of EX systems in conjunction with product management team. Including initial training for new users, training on new processes or training to groups on specific functionality.
• Developing user procedures, guidelines and documentation as required.
• Collaborating with business teams and product management teams to understand and implement system changes as required.

You will be successful if you:

• Have a desire to work as part of a high performing product management team that is focused on continuous improvement of employee experience
• Have strong experience with SaaS/cloud ERP systems/applications support and continuous improvement processes
• Have exceptional verbal and written communication skills and ability to demonstrate empathy with end users
• Are a self-motivated and continuous learner
• Have good attention to detail and the proven ability to manage high quality compliance processes and data integrity
• Have strong business acumen and the ability to determine insights from a range of data points
• Have strong relationship management skills to build credibility with our people across a range of disciplines
• Role model our values and behaviors at all times

We want you to bring and grow:

Technical skills and experience

• 5+ years in a similar role
• Demonstrated knowledge and/or experience dealing with contemporary SaaS/Cloud ERP platforms/applications support
• Strong conceptual, analytical and problem-solving skills and the ability to meet deadlines and balance competing priorities
• Demonstrated ability to take initiative, problem solve and adapt priorities as required.
• Exceptional relationship and communication skills
• Sound analytical and data extraction skills and strong attention to detail
• Working knowledge of HRIS, Finance, SaaS and Microsoft systems  
• Demonstrated ability to work productively as part of a high performing team to ensure achievement of outcomes including building, maintaining, and fostering good relationships with colleagues, clients and team members
• Strong customer service mind set and solution orientation
• Experience working in a fast paced, complex environment
• Ability to proactively investigate and initiate opportunities for system and business improvement.
• Passion for system and process improvement to drive efficiencies
• A ‘can-do’ and pragmatic attitude and mature/resilient perspective

Qualification

Tertiary qualification or further studies in Business/ITSM/Project Management

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.