Jobs

Support Analyst - DA Delivery


Experian (M) Sdn. Bhd.

Based: Malaysia(Selangor)

Posted on 11 Sep 2017

Job Description

Job Summary
Working in DA Application Support contributing to service delivery and service levels by providing 1st line business related product support to clients using the Software As A Service product set. Work will include dealing with live product configuration incidents (investigate & fix), system enhancements (requirements definition and implementation) and system optimizations.

Responsibilities:
  • MAINTAIN CLIENT SLA LEVELS
  • Respond to client support issues in timely manner
  • Investigate, escalate, resolve client support issues
  • Ensure the right fix is implemented
  • Follow Team procedures and processes
  • Works as part of the team to understand the client issues
  • Liaise with Internal / External IT teams for infrastructure and network related issues
  • Managing customer expectations during critical support issues
  • Post resolution management,
  1. Updating tracking software
  2. Incident reporting
  3. Feedback to base teams where required
  • Question results through applied intelligence.
  • Shares findings with peers from own & other Teams and management where required. 
 
SOFTWARE CONFIGURATION
  • Analyse and understand client enhancements
  • Be able to translate client requirement’s to solution functionality
  • Be able to produce quality documentation that outlines the configuration changes
  • Configure Core DA software according to specifications under guidance of Solutions / Senior Solutions analyst where appropriate
  • Test software against specification to ensure the product operates as specified, and amend where appropriate.
  • Have a strong understanding of possible regression issues when implementing new functionality. 
 
SOFTWARE MAINTENANCE
  • Review solution logs on a daily basis. Identify irregularities and action
  • Review backup logs, ensure all backup processes are being executed with no errors
  • Schedule outages to install Hotfixes, service packs etc
  • Ensure DR is exhibiting the correct posture and is ready to respond to production outages
  • Keep up to date with 3rd party software updates. Ensure critical updates that could potentially expose Experian are installed
  • Regularly test DR processes and procedures 
 
MANAGING CLIENT RELATIONSHIPS
  • Build and maintain positive day to day client relationship at peer level.
  • Attend, support and contribute to client meetings, including presenting results, conclusions and recommendations in both written and verbal form.
  • Work with client personnel and/or other departments/divisions within Experian to interpret requirements and data and resolve queries.
  • Communicate with the Team Lead and/or other departments/divisions within Experian to help ensure accurate and timely implementation of project work.
  • Communicate effectively with Team Lead and Consultants to enable them to manage client expectations. 

INFORMATION GATHERING
  • Liaising with customers to understand requirements.
  • Taking part in workshops.
  • Interpreting documentation. 

Requirements:
  • Candidate must possess at least Bachelor Degree in Computer Science/ Information Technology, Engineering (Computer/Telecommunication) or equivalent
  • Appropriate work experience in a support function would be taken into consideration
  • Experience of working in a customer focused business / technical support function is desirable
  • Java Programming experience desirable
  • ITIL Service delivery exposure desirable
  • Ability to understand and troubleshoot web services environments
  • Logical methodical approach to problem solving
  • Takes initiative and is resourceful in terms of problem solving
  • Exposure to MYSQL desirable
  • Excellent oral and written communication skills, including presentation and facilitation skills.
  • Highly motivated; consistently takes initiative; demonstrated ability to work independently with no supervision.
  • Results driven and goal oriented.
  • Ability to organise and prioritise.
  • Strong aptitude for business and business metrics
  • Ability to multi-task.
  • Ability to develop positive relationships with key stakeholders
  • Excellent judgment, willingness to make decisions and ability to push back on others
  • Negotiating with and influencing internal and external stakeholders.
  • Ability to adapt and drive change
  • Ability to work with remote virtual teams.
  • Excellent communication skills
  • Willing to work flexible working hours (shift work)

Company Details

Experian is a FTSE 100 company and a global leader providing information solutions in consulting, data analysis, credit scoring, related decision support software and various marketing solutions. Employing over 15,000 people in approximately 40 countries, Experian's vision is for its people, data and technology to become a necessary part of every major consumer economy around the world.

Experian's Decision Analytics unlocks the value of data and helps clients by applying expert consulting, analytical tools, software and systems to convert data into valuable business decisions.

Experian's core expertise lies in the ownership and operation of comprehensive databases about consumers and businesses. From these, significant extra value is extracted by applying Experian's proprietary analytics.

Experian is expert in managing and enriching customer data to enable organisations to make accurate, relevant decisions for each customer, in order to maximise the profitability and performance of each relationship. Experian protects the customer and organisation, by detecting and preventing fraud at every stage of the customer life cycle.

With clients in more than 60 countries and offices in more than 30, Experian's Decision Analytics business delivers experience and expertise developed from working with national and international organisations around the world across a wide range of industries and business size.