Role Purpose:

The Senior Application Support Analyst is responsible for ensuring that the application system, Agresso, is accessible and functional for internal end users in Save the Children.  This responsibility includes a clear focus on customer service and taking ownership of incidents.   Additionally, it requires advanced system knowledge to troubleshoot complex incidents within set SLAs. This role will drive continuous improvement by working with the development team to pursue root-cause solutions beyond the standard workarounds.

These responsibilities are intended to minimize the impact of any interruptions to service or unexpected behaviours in the application systems and the processes it facilitates, while also creating an environment of continuous improvement where the root causes of system issues are permanently addressed.

Scope of Role: 

The Senior Application Service Analyst will work as part of a global team providing service to internal customers in more than 60 countries.

The Senior Application Service Analyst will use advanced system knowledge to own incidents and drive triage and follow up directly with relevant IT teams and vendors as part of an overall integrated application service team, including playing a key role in major incident response.

Although normal working hours generally apply, 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.

Reports to: Application Team Lead

Staff reporting to this post: none

Budget Responsibilities: none

Key areas of accountability : 

• Customer Service including clear communication – able to ensure customer understanding of complex issues and able to set expectations.
• Deliver solutions for assigned incidents within ITSM (JIRA) to the agreed SLAs.
• Demonstrate expert technical troubleshooting/problem-solving skills – confirm customer experience, duplicate issues and produce a workaround.
• Taking ownership of incidents beyond the workaround. Follow through and drive them to root cause solutions.
• Perform timely triage including escalation of incidents and requests appropriately, whether to Development, another IT team, vendor or problem management.  This includes ‘pushing’ with those teams until there is a clear path to a solution.
• Updating documentation and knowledge base articles.
• Promote and deliver Continuous Service Improvements to address repeated issues including trend analysis.  Do not accept the same repeat issues over and over.
• Have an SME-level understanding of Agresso Environment & Configuration management.
• Upscaled Expert End-to-end knowledge of business processes and how that is accomplished in the integrated systems.
• Perform regular system monitoring tasks.
• Identifying when to trigger the Major Incident Response and following through with a role in that process.
• A passion for learning, and openly sharing your knowledge with your team.

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 Support Specialist
• Experience with relevant Application Services, including managing and prioritizing an incident queue to consistently meet SLAs and other key metrics.
• Knowledge of ITL and incident management processes.
• Attention to detail with analytical, troubleshooting and problem solving skills.
• Strong communications skills, excellent teamwork and interpersonal skills.
• Experience in interacting with end users and providing stakeholder management.
• Experience with Major Incident response, triage and escalation.
• Able to demonstrate taking initiative to provide improvement to a process or system.
• Outstanding customer service orientation and follow-up skills.
• Ability to work independently without direct supervision.
• English fluency

Desirable

• Demonstrate multiple years of experience with Agresso
• Knowledge in at least one ERP preferably Agresso
• Experience working in an international organisation, or in the non-profit sector
• Experience using JIRA
• ITIL and DevOps certifications are desirable