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Job DescriptionThe selected individual will be responsible for User Administration of the suite of Applications used by the NEC business. These are made up of systems from third-party vendors, as well as those that are built [and maintained] in-house.
The successful candidate should be able to explore, study, and rapidly familiarize themselves with an application/tool, utilizing provided documentation in order to take on administrative responsibilities. Thereafter, the Applications User Admin will provide L1 Support for these apps to internal NPS staff who log issues via the ticket-management tool.
Main Responsibilities
The main function of the User Administration team at of NEC software solution (India – Mumbai) is to manage the ongoing technical-operations of software applications for NPS. These applications are used by various internal-NPS departments for critical business functions and are developed either by a 3rd-party vendor or in-house by NEC. The Application Administrator will be responsible for carrying out routine activities for the ongoing upkeep of the applications, as well as be the main point of contact for resolving issues which are logged by users.
- Have overall ownership of configuration, maintenance, and L1 troubleshooting of applications.
- Working as part of a busy support team, taking calls from customers and resolving incidents.
- Related tasks will include user administration and support of bespoke applications, Procurement systems and liaising with suppliers
- Manage workload of incoming incidents/service requests from system queues in ticket-logging tool.
- Adhering to incident and problem management, escalation, and resolution procedures ensuring all support calls are dealt with within SLA timescales. Ensuring compliance with all procedures.
- Assess logged issues and go through trouble-shooting protocols to find root-cause and subsequent resolution, all while managing SLA/OLA levels.
- Provide a high level of customer service by understanding their situation and providing clear communication to involved stakeholder(s).
- Perform routine activities as part of prescribed application management processes.
- Be able to take ownership of issues (incidents/service requests) and drive them to closure.
- Be able to work with vendors of 3rd-party applications and maintain an effective communication channel for the joint resolution of issues logged by users.
- Develop a deep understanding of customer needs and proactively suggest reports that can help project analysis
- Work within the team or autonomously where appropriate to deliver suitable dashboards, presented to a high standard and within delivery timeframes.
Essential
- 1 – 3 years of Application/IT Services Support exposure
- Demonstrated ability to be the subject matter expert in supporting, maintaining, and administering complex applications
- Understands the workflow and process requirements of application systems
- Demonstrable experience in supporting business-critical application(s)
- MS Technologies
- Experience using ticket-logging tool
- Procurement workflow
- Power-BI, Excel and SQL
Desirable
- Experience with monitoring tools
- Experience of working with databases in a business environment
- Demonstrable experience in supporting business-critical application(s)
- ITIL Service Management Foundation cert./Experience
- PHP knowledge
