Support Analyst Global Functions

Job Description

The role is critical in that the key responsibilities involve performing coordination of data and extraction from various referential toolsets in order to produce clean global views.This role requires excellent analytical and presentation skills with the ability to work with the Microsoft Office tools such as Excel and Powerpoint to an in-depth degree.Clarity and cleanliness are required within the reporting packs which are generated to clearly demonstrate the pain points as well as successfulness of implemented initiatives.Thinking out of the box is a must to demonstrate innovation through your work.Organisational skills are mandatory as you will be working as part of a team and therefore are required to ensure handovers are performed flawlessly and deliverables can be covered by other members in the teams in your absence and vice versa.There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of tasks assigned.There will be an expectation to fact find and work in an autonomous mode from very high level briefs.Another key area which this role will have, is the accountability for sourcing and maintaining service level agreements documentation, for applications or operational locations.The individual will be interfacing with senior members of the organisation and will therefore be required to deliver precise and concise messages in an effective fashion be it verbally or via documentation.The individual needs to be approachable and responsible for handling all requests, in the most efficient way possible, through all means available.Forging good working relationships with the existing service delivery teams will be of high importance for success in this role.Ensure reports are produced in line with the internal schedules to ensure the commitment in client SLAs are maintained for service report deliveryRun monthly forums including, but not limited to, Continuous Service Improvement, whereby various datasets are gathered and presented to the correct stakeholdersProduction of various forms of dashboards and scorecardsFact find within the organisation to be able to link and map services which are geographically distributed, back to applications and associated SLAsEnsure that appropriate systems architecture is in centrally collated and has a relevant associated signoffIdentify opportunities for process improvement, seek approval and follow through to deliver the change, managing all stakeholders in a positive manner throughout the process changeAssist to manage BAU volumes, working as an effective member of the Service Reporting teamDevelop good working relationships with various local and global teamsLiaison with all global application support communities to meet requirements and produce deliverablesWhere necessary, assist with other disciplines the wider team managesAdhere to and respect appropriate departmental procedures processes and practicesClear understanding of the inter process dependencies and ensuring that all processes share information and adhere to a global continuous service improvement methodologyTechnical & Behavioral CompetenciesSolid and demonstrable experience of senior levels of service reporting, preferably within the financial industry.A good understanding of the service delivery environment.Dashboard and Scorecard creation experienceSLA writing experienceCustomer Centric approach to workAbility to adapt and remain calm under pressureGood presentation and communication skills: written and verbalFocused on innovation and continuous improvement within new and legacy pieces of workA quick learner and a team playerSpecific Qualifications(if required)ITIL Foundation, ITIL Service Operation are mandatoryKnowledge of a wide range of ITIL based processesExperience preferably in Banking or Financial sector will be an added advantageSkills ReferentialBehavioural Skills: (Please select up to 4 skills)Communication skills - oral & writtenDecision MakingAttention to detail / rigorCritical thinkingTransversal Skills:(Please select up to 5 skills)Ability to understand, explain and support changeAbility to develop and leverage networksAbility to develop and adapt a processAt least 2 yearsOther/Specific Qualifications(if required)+2 years of experience of management reporting supportAdvanced level skill in Microsoft ExcelAdvanced level skill in Microsoft PowerPoint,

Keyskills :
unix troubleshooting customerrelations sla environment globalapplicationsupport globalteams musicmaking servicelevel retailbanking riskmanagement microsoftexcel tatementsofworksow