Business Support Analyst (German Speaker)

UK-High Wycombe
Requisition ID
2017-29380
Employee Type
Full Time-Regular
Category
Information Technology
Travel
0-10%

Overview

Manage business engagement and operational support to the business out of the End User Services team across the IO Organisation.

Responsibilities

Operational Analyst Tasks:

  • Manage business engagement with key stakeholders for your assigned branches, both on new initiatives/processes, and feedback on the IT support model delivery
  • Be the main escalation point for the assigned IO branches for EUS processes and new engagement requirements
  • Maintain regular stakeholder meetings with local business leaders and the country IT manager for your assigned branches
  • Proactively work to understand the various business areas and identify potential IT improvements within the EUS support model
  • Develop and maintain role profiles for your assigned branches, working with the provisioning and sailpoint teams to implement across existing and future processes
  • Central support to EUS and EUC projects/initiatives for your assigned branches, including translations, communication, training and deployments as required
  • Provide ad-hoc IO IT project support as required, including UAT, Office Moves
  • Provide deep dive analysis and reporting as required
  • Provide advanced IT support onsite as required at various IO locations
  • Provide technical/process training to the IO business as required
  • Be familiar with and support GMF Policies & Standards
  • Provide support on central processes within the EUS Team
  • Co-ordinate project deployments across the IO business and provide support to the local onsite teams
  • Provide analysis on IO Operational areas and performance such as ticket analysis, reporting, quality and control as required
  • Assist with central IO functions as required such as mapping central processes, creating training documents etc
  • Provide backup support to the various IO teams during periods of absence or high volume
  • Support the EUS teams in handling the IO ticket escalations
  • Assist with the User Access Management/EAC processes for your assigned branches
  • Assist in the Sailpoint automation project for access provisioning and access review certifications for your
  • Assist in the Employee Self Service development project and deployments, acting as a SME for your assigned branches

Qualifications

Ability to manage:

  • Client satisfaction – provide a high level of service delivery to our business customers, not only from your own support, but by managing our external vendors for their own delivery
  • Business Users/Management – manage the expectations/understanding for the IT support model, pushing back as required to ensure compliance with appropriate processes/policies
  • Third party vendors and supplier

Technical/Professional Skills:

  • A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly
  • Knowledge of User Access Management and access control principles
  • Experience of key service management tools, ideally with knowledge of ServiceNow
  • Experience of Identity & access management tools, ideally with knowledge of Sailpoint would be advantageousInterpersonal Skills:
  • Excellent communication skills across all levels
  • Strong initiative and forward thinker
  • Ability to work under pressure and prioritize as required

 

Overview Of:

  • Understanding of key ITIL Service Management areas
  • Continuous Service Improvement experience

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