Senior Support Analyst

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Job Description – Senior Support Analyst

Primary Responsibilities

Management of the global application support organization (Level 1 and L2 support)
Management of the Service Management and Service Introduction functions

Other Key Responsibilities

Improve the quality of production support services
Drive continuous improvement initiatives
Establish and maintain a constructive relationship with the support service provider(s)
Ensure service metrics are captured, analyzed and communicated
Identify and analyze support service and ticket trends; determine system improvements; implement change
Wherever appropriate, evaluate and re-design support processes
Mediate in cases where there are conflicts, differences of opinion, differing priorities, etc.
Ensure that relevant status reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
Ensure that improvement initiatives identified in service reviews are acted upon by the service provider and progress reports are provided to stakeholders
Ensure that customer complaints are investigated, escalated (where necessary), and tracked to closure
Review service scope, SLAs and other agreements on a regular basis and evaluate proposals for any changes to the SOW
Participate in strategic planning and provide inputs and recommendations wherever appropriate
Manage service transitions
Manage support vendors / service providers
Monitor support costs and ensure support cost optimization
Provide management and operational oversight to service provider activities and act as an escalation point for any milestone that the supplier fails to complete
Establish governance processes (meetings/reviews, reporting) and ensure adherence by the service provider
Work on the financials, participate in the annual budgeting / forecasting exercise, review and approve costs submitted by the service provider
Manage activities associated with both internal and external IT audits

Experience and Skills

Should have around 5-7 years of experience within IT – including Support Services engagements
Should have knowledge and experience of support process (e.g. ITIL) and support tools (e.g. ServiceNow, Ivanit, FreshService, and FreshDesk, etc.)
Should have good communication, analytical and organizational skills
Should be hands-on, delivery focused and with a strong sense of ownership
Experience of working on Microsoft Navision, Business Central, OTM Azure, Salesforce, and/or .NET technologies would be an advantage

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