Platform Support Analyst

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Dentsu Aegis Network Ltd. Full time

Led by Dentsu Group Inc. (Tokyo: 4324; ISIN: JP3551520004), a pure holding company established on January 1, 2020, the Dentsu Group encompasses two operational networks: dentsu japan network, which oversees Dentsu's agency operations in Japan, and dentsu international, its international business headquarters in London, which oversees Dentsu's agency operations outside of Japan.

With a strong presence in approximately 145 countries and regions across five continents and with 65,000 dedicated professionals, the Dentsu Group provides a comprehensive range of client-centric integrated communications, media and digital services through its five leadership brands—Carat, dentsu X, iProspect, Dentsu Creative, and Merkle—as well as through Dentsu Japan Network companies, including Dentsu Inc., the world's largest single brand agency with a history of innovation. The Group is also active in the production and marketing of sports and entertainment content on a global scale.

The purpose of this role is to support and maintain the dentsu Workfront global application within Global Business Platforms architecture providing a reliable, scalable, maintainable and highly available application services to the business.

Key Accountabilities

  1. Delivers local and Global application services to the business within agreed SLAs.
  2. Contributes to the delivery and implementation of operational projects to support the business.
  3. Contributes to the pro-active continuous improvements to ensure performance, scalability, capacity, security, supportability and maintainability is maintained for all supported applications and systems.
  4. Ensures Service support documentation (processes, procedures, service catalogue information, operational documentation) is created and maintained for all supported applications.
  5. Follows the Global Service Management processes (Incident, Problem, Change, Release) to ensure adherence to the global process standards.
  6. Provides application support to the agreed SLAs leveraging the support resources internally and with 3rd party vendors and suppliers.
  7. Troubleshoots issues and provides solutions where possible, engaging with Dentsu Workfront Core Team and vendor teams as required to help resolve technical issues.
  8. Supports Data Maintenance; including uploading or maintaining key Project or User data to support changes required by business areas.
  9. Works with Vendor Support and Workfront Core teams to help deploy latest releases.
  10. Proactively monitors the platform and creates proposals to ensure application performance is maintained.
  11. Works across the teams, peers and vendors to help continue the development of a Continuous Improvement ethos making the support services we provide best in class with a proactive approach.
  12. Ensures application support documentation is maintained and stored in a central repository.
  13. Provides subject matter expertise for the proactive management of applications including performance, scalability, capacity, compliance, security, supportability (including patching) and maintainability.

Essential skills and experience

  1. 1-2 years of experience in technology implementation for full lifecycle enterprise software projects.
  2. Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
  3. Experience with Workfront and/or other SaaS Project Management tools.
  4. Knowledge and ability to interrogate code and configs to fix issues.
  5. Good knowledge of SQL, Windows, Linux.
  6. Strong, vibrant inter-personal skills in both a group and one-to-one settings.
  7. Experience supporting multiple applications across multiple countries.
  8. Strong delivery focus and passion for quality and innovation.
  9. Strong negotiation & influencing skills and customer-service orientation.
  10. Ability to communicate ideas in both technical and user-friendly language.
  11. Ability to conduct research into application issues and products.
  12. Highly self-motivated and keen attention to detail.
  13. Ability to effectively prioritize and execute tasks in a high-pressure environment.

Additional skills & experience

  1. Okta SSO.
  2. SnapLogic / iPaaS (Integration Platform as a Service).
  3. Microsoft D365; F&O, PSA, Project Operations.
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