Application Support Analyst - Walkme
IDP Education Ltd
Tamil Nadu, Chennai
15h ago

Position Purpose : As an Application Support Analyst, you will be responsible to provide support to IDP business users on various support enquiries / issues in IDP’s Walkme Application The primary roles and responsibilities : The position puts you on the front line with our Technical Support Team you will be responsible for managing support tickets from our customers, which includes analyzing, prioritizing and troubleshooting technical inquiries.

Adherence to standard ITIL processes for Requests, Incident, Problem, and Change management Act as the subject matter expert on Walkme Application and process support Prioritize the impact individual issues may have on day to day production Provide Level 2 Incident Management support for Walkme applications with a goal of meeting business service levels.

  • Take ownership of critical issues, enlist proper representation from other resolver groups and drive towards resolution Monitoring and troubleshooting applications and interfaces for failures or performance issues Performs root cause analysis and creates fix or corrective action plan to drive out defects Perform various application support requests from the business users Work with Implementation and program management teams to transition new projects into normal day to day activities Identify and understand issues, problems, and opportunities;
  • compare data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions;
  • and take action that is consistent with available facts, constraints, and probable consequence PERSON SPECIFICATION Holds a minimum Bachelor’s degree or relevant professional engineering qualification with major in information technology computer science, information science, computer systems analysis, or a related field.

    Minimum of 2 Years’ of experience in; o Applications Administration and support Basic HTML, CSS, and / or JavaScript experience Experience working with back-

    end, administrative aspects of business software, including user accounts, password, and other security controls o Experience in creating analytical reports Understanding of relational database concepts o Logical functional workflow design knowledge Understanding of CSS, DOM & Console Knowledge and experience in effectively working with the ITIL framework Ability to effectively articulate technical challenges and solutions Highly developed Analytical and problem-

    solving skills. Have excellent written and verbal communication skills in English, influencing and customer management skillsAbility to take directions and work independently in a fast-

    paced environment Strong time management and the ability to manage shifting priorities Passionate about delivering exceptional customer service.

    Experienced working under pressure and organising work prioritiesExperience in supporting customers around the globe and willing to work in shift hours MS Office toolsOur PeopleIDP Education’s ongoing success comes from our highly committed and caring employees around the globe.

    We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business.

    We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.

    We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world.

    We respect diversity in our people : their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.d8cOBSO6yr6BxtaKld2Sj6

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