Role Purpose:
To lead and provide high quality operational and technical application and systems support to Save the Children International’s customers and internal business functions. Minimizing the adverse impact of incidents and Problems on the business and preventing reoccurrence of Incidents and ensuring release management is followed to allow the safe deployment of changes to production systems. Owner of the Problem Management process, ensuring reduction in recurring issue goals are achieved.
In the event of a major humanitarian emergency, the role holder will be expected to work outside the normal role profile and be able to vary working hours accordingly.
Scope of role:
The Application Services Analyst will work closely with country, regional and centre based teams to provide resolution to support tickets raised through the service desk system.
The Application Services Analyst will work closely with country, regional and centre based teams to provide reporting and analytical information on the organisations Enterprise applications to assist in the running of an efficient and effective global function.
The Application Services Analyst will work with the Technical Architect, Suppliers and other System Administrators in other locations to provide a reliable, scalable and performant systems to all SCI countries and those members that participate in the shared service.
Reports to: Global Applications Team leader
Description:
This is a global role working on delivering and supporting Global Applications in over 60 countries, potentially expanding in future to include SCA members. Provide application implementation and support services to ensure the stable operation of Save the Children’s Applications. This includes providing Expert Consultancy capability, Continuous Service Improvements, optimizing key functional areas, application support, accepting new releases of software and transitioning them to Service to ensure maximum availability of systems as well as the interfaces which deliver the end-to-end business process. Scheduling and directing activities to resolve software and integration problems in a timely and accurate fashion.
The challenge: As Save the Children moves more systems from data centres to the cloud and more into Shared Services the successful applicant in this role will be faced with supporting Global Application Services in a fast paced 24/7 organisation. The challenge is to work with the business, external suppliers, consultants and internal Subject Matter Experts to initiate fast paced resolutions to Service Incidents. This person must be able to conduct root cause analysis and utilise problem management processes to ensure incidents are resolved to meet defined IT Services Levels. They will also need to ensure software releases and major product enhancements to applications and their integrations are managed via Change Management process to ensure the production environment is always protected.
The challenge will include being able to:
Demonstrate experience of proactive service management of Global Systems
Deliver Continuous Service Improvements.
Provide expert consultancy capability for Global Systems & services
Demonstrate Innovative thinking and learning whilst adapting to continually evolving services.
Work in a team within the ITIL framework
Demonstrate good technical troubleshooting / problem solving skills in a high-pressure environment
Have a good understanding of System Environments & Configuration management.
Key areas of accountability
Responsible for acting as the public face of IT to global application users, business partnering with staff globally, assisting them to use core applications to achieve key SCA aims of efficiency and effectiveness in operations
Responsible for providing reports and data extracts using browser and other appropriate tools, through BAU development processes in accordance with business requirements
Responsible for enhancing and optimising key developed reports
Responsible for system administration
Act as an advisor to user teams globally on how to use Applications in a best practice fashion, as defined by SCI global standard
Create documentation in line with any approved system changes
Assist with on-boarding new country offices, which will share Save the Children platforms
Business partnering with key stakeholders to capture new business requirements and prioritise for future development
Shared responsibility for support for global users at centre, Regional, Country and Sub-Office levels, which includes logging and management of 3rd/4th level support calls with SCA
Responsible for taking ownership of and resolving all Application related support tickets within the appropriate SLA
Responsible for escalating unresolved support tickets to L2, L3 or vendor support mechanisms and tracking such issues through to conclusion
Occasional requirement to carry out regression testing to ensure that live Operations are safeguarded at all times.
Working with the Software Quality Assurance Analyst Responsibility for participating in user regression testing where required
Ensure that all test feedback to documented in the bug tracking system
Behaviors’ (Values in Practice)
Accountability:
holds self accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
holds the team and partners accountable to deliver on their responsibilities – giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved.
Ambition:
sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages their team to do the same
widely shares their personal vision for Save the Children, engages and motivates others
future orientated, thinks strategically and on a global scale.
Collaboration:
builds and maintains effective relationships, with their team, colleagues, Members and external partners and supporters
values diversity, sees it as a source of competitive strength
approachable, good listener, easy to talk to
Creativity:
develops and encourages new and innovative solutions
willing to take disciplined risks.
Integrity:
honest, encourages openness and transparency; demonstrates highest levels of integrity
Qualifications
Experience and skills
Bachelor’s degree in computer science, Information Technology or related field
Minimum 4+ years of experience, with at least 2 years proven experience as a Level 2 application support analyst or in a similar technical support role.
Knowledge of ITL and incident management processes
Strong web/collaborative development and support experience required
Excellent knowledge of Active Directory and DNS
Good experience with collaborative/training applications such as MS Teams
Knowledge of relational databases (eg. MS SQL server)
Cultural awareness and experience of delivering global web solutions that cater for local needs (eg. area with poor bandwidth, multiple character sets, etc.)
Good communication skills (written & oral English), including the ability to communicate and present both at a technical and non-technical level
Ability to demonstrate instances of initiative that have delivered organisational benefits
Outstanding customer service orientation and follow-up skills
Strong analytical and problem-solving skills
Ability to work independently without direct supervision
Ability to learn new web/collaborative systems and applications quickly
Ability to work well under pressure
Understanding of basic networking / infrastructure knowledge
Experience with Microsoft IIS and/or Apache
Desirable
Experience / have knowledge in Project Management
Experience of working in organisations with international activities non-profit sector knowledge/experience
Experience with administration of Office365
Experience with DATIX
Experience with Azure Administration and support skills
Experience with ERP / Financial management system.
Proficiency in programming languages, database management systems, and system integrations is a plus
Auditing skills/experience
Administrator level knowledge of SharePoint 2010/2013/Online
Administrator level knowledge of Jira
Experience in working with offshore project team members
Apply via :
hcri.fa.em2.oraclecloud.com
