Job Title

EIC Support Analyst:

Job Description Summary

Job Description

Core Responsibilities:

Provide Support activities of client implementation and delivery services including the following:

Manage Technology Service Now queue ensuring adherence to service level response and resolution requirements.

Service request support including end-to-end management of L1-L3 incidents, including performance of internal and vendor resources

Develop Service Now reporting including service level metrics reporting, trend analysis

Triage incoming support activities and follow escalation process and manage issue to completion

Compliance and business controls support to ensure audit ready posture including:

Participate in compliance requests that include internal reviews, self-testing, internal audits and external audits.

Partner with Business Leadership to perform audit activities related to compliance

Support quarterly user access reviews for multiple service lines

Research and respond to questions raised in audit, review and risk assessment cycles

Solution Implementation Assembly Management activities to ensure successful client delivery including:

Configuration of BI Platform Portal to enable new client onboarding, Portal layout/configuration and access management

Facilitate user review and acceptance of application configuration and performance

Provide training and support to end users during support activities

Documentation activities to that will include:

Design of process and user guides to facilitate and support training activities

Design of SLA documentation to articulate the responsibilities of the platform and assist in expectation management

Design of playbooks that cover compliance, release and support activities

Skills & Personal Qualities:

• High Level of critical thinking and judgement exercised daily
• Attention to detail
• Maintain a “can do” mentality with the ability to take charge with minimal information
• Able to choose the most effective forms of communication to articulate complex problems to non-technical resources.
• Work closely with a multi-disciplinary team in an Agile / Scrum environment ensuring quality deliverable end of each sprint.

Good to have

• BA in an IT related major
• Proven experience trouble shooting and resolving analysis services issues. Debugging, identifying bugs and driving them to closure by working closely with the development team
• Project Management skills in order to design and manage complex solutions and delivery to clients.
• Microsoft Office / 365
• Basic SQL language
• Azure Devops understanding
• Understanding of source control (Git, SVN, TFS, etc)
• Software Development Lifecycle Management (SDLC)
• Understanding general laptop, Mobile Device and wireless technologies

INCO: “Cushman & Wakefield”