Application-support-lead-egrc-bwise
2 days ago
**Responsibilities**:
**About Horizontal**: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative and Business & Strategy markets. We have global offices in US, UAE, India, and Malaysia.**Objective**:Interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfil service requests, resolve incidents, track problems, and manage changes / defects in a timely manner.**Roles And Responsibilities**
**Perform BAU Activities - Incident and Service Request**:
- Perform diagnosis / investigation / troubleshooting.
- Perform configuration changes/ fixes or work closely with vendors where necessary to resolve incident.
- Respond to alerts and perform corresponding investigation / troubleshooting
- Update knowledge base after incident resolved when necessary
**Perform BAU Activities - Change Request**
- Develop & update Change Scope Analysis (CSA) and documentation (i.e., Functional Specification Documentation (FSD)).
- Perform configuration/ code changes & Unit Test (including coordination with 3rd party where necessary).
- Prepare test scenarios & acceptance criteria.
- Inform on readiness for Regression Test / Production deployment
- Prepare, submit & review Change Deployment Template.
- Close ticket upon successful Production deployment OR Close ticket upon receiving successful-deployment-confirmation from Integration Manager.
- Perform BAU activities as per defined in accordance to operational policy (i.e. Complexity Matrix, Standard Operating Procedure) which are generally of moderate to complex scenarios.
- Positive collaboration with all stakeholders on BAU related matters.
- May require short term travel, standby and shift arrangements.
- Supporting Team Manager on work assignments as per required.
**Non-financial**
- SLA statistics of Service Request and Incidents for assigned tickets.
- Production Change Request delivery as per agreed timeline.
- Compliance and adherence to policy and procedures.
**Job Requirements**
- Bachelor’s degree in IT related or equivalent disciplines.
- 4 to 5 years of exposure in IT systems support preferably in a shared services environment is required.
- Knowledge and experience in SQL (i.e., Microsoft SQL) with the ability to create, modify and troubleshooting SQL queries is required.
- Certification as a BWise Functional Administrator would be an added advantage.
- Experience of a programming language is required. Knowledge in Java, CSS programming would be an added advantage.
- Experience in developing Business Intelligence reporting tools (e.g., Business Objects), and Pentaho Data Integration would be an added advantage.
- Solid technical background with an ability to give instructions to a non-technical audience.
**Practical Skills/ Abilities**
- Understanding of ITIL processes, especially Incident, Problem, Change Management and Service Request Fulfilment.
- Good knowledge of IT Service Operations, SDLC and defect management.
- Customer-service oriented with a problem-solving attitude.
- High degree of logical, analytical, & communication skills.
- Demonstrated conflict resolution skills.
The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Benefits
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