Lead Analyst Application Support with German

Wrocław

Lead Analyst Application Support with German
Wrocław
NR REF.: 1118528

Job DescriptionIntroduction
This role involves assisting in the effective and efficient delivery of the support function to ensure the on-going provision of a proactive, professional and business focused Application Functional Service to the business in line with relevant standards.
Responsibilities

• Functional Support
  • Take ownership of functional issues reported by the business until resolution using a defined incident management process and a designated incident management system.
  • Problem Analysis and recording of problem details
  • Filter out non-system issues and provide guidance to business users
  • Communicating system issues, updates and progress to business users
  • Tracking Issues and resolutions and providing statistics and analysis
  • Escalating to Vendor where necessary
  • Ensure adequate procedures/solutions are in place to avoid reoccurrence after the resolution of a problem and ensure a preventative measure is put in place
  • Creation and review of incident handling procedures, business problem reporting procedures and SLA’s
  • Keeping up to date with System enhancements and new functionalities offered by vendors and developments in market place
• Release Management
  • Participation in release planning with Europe and Vendors
  • Review of release notes and documentation
  • Co-ordination of testing, ensuring Functional, Regression &UAT has been completed and sign-offs received prior to implementing any system changes. Report any problems to vendor for resolution
  • Co-ordination of system maintenance and upgrades. Agree and communicate time schedules for roll out of new releases and perform planning with Europe
• System Change requests
  • Liaising with system users to identify changes and new functionalities required.
  • Prioritisation with business and the Oversight Committee.
  • Organising development quotes & deliverable dates.
  • Co-ordinating and participating in requirements gathering and specification reviews.
  • Co-ordination of testing and sign-offs
  • Manage roll-out of new requirements - Agree and communicate time schedules for completion of milestones and monitor progress against deadlines
  • Communicate to the business when new functionality becomes available.
  • Organise and chair regular meetings with local operations to stay up to date with their system needs
  • Post implementation reviews.
  • Recommend application functional training to the business as required.

• Vendor Management
  • Ensure on-going operational issues and outages are logged.
  • Maintain contacts with system vendors and technical support.
  • Participate in vendor management process.

• Participation in Projects & Testing
  • Be an Application Expert providing consultancy and guidance to business on applications supported
  • Assist Project Teams understand, prepare and document business requirements.
  • Participate in testing meetings.
  • Work with the business to identify opportunities for better system use. Provide application functional training to the business as required.
  • Work with project managers during project planning phase to agree deliverables, resources and timeframes
  • Work with project teams to develop business requirements documents and review Functional Design’s as required.
  • Participate in writing/running test scripts.
  • Updating test results and providing feedback to project manager.
  • Ensure proper handover, training and procedures received from project teams so that new system/functionality can be supported. Handover from Project phase to maintenance/support phase.
  • Work as a link between Operations and Project teams

• Communication:
  • Keep line managers updated and escalate issues appropriately.
  • Keep team updated with changes, new business etc.
  • Liaise effectively with other departments in order to support overall service.

Qualifications Core Competencies

• Sound functional knowledge of Valuations, Accounts and other Fund Administration Functions
• Sound functional knowledge of the Xentis application will be desirable
• Candidates must be fluent in German, writing & speaking.
• Prior experience documenting procedures, creating Business Requirement Documents, Planning and Coordinating User Acceptance Testing and implementing new systems/processes.
• In-depth knowledge of FA platforms.
• Proficiency in using MS Excel, Project, Word, Visio, Lotus Notes and other relevant office systems
• Proactive and focused attitude to work and an ability to constantly meet project deadlines/milestones
• Excellent individual, teamwork, interpersonal, oral and written communication skills
• Strong leadership skills, dependability, flexibility and reliability
• Excellent analytical, organisational and time management skills
• Problem Solving – Logical approach to problem solving
• Problem Solving – Including relevant resources to resolve problems
• Problem Solving – Documentation of results and sharing of knowledge

Essential skills:

• Organisation, Problem Solving, Communication, Analytical, Time management, Leadership, dependability, flexibility and reliability.
• Business Service Management and Support

Desirable Knowledge:

• Project Management

What we can offer you:

• Full time contract of employment
• Competitive salary
• Health & Life Insurance
• Multisport card / Cinema Tickets / Nursery subsidiary
• Pension scheme
• Excellent opportunities for training, growth and professional development
• Opportunities to engage in diverse projects due to growth of business migrations
• A multitude of opportunities to get involved in additional charity projects
• A collaborative culture and great teams