IT Analyst - DS Business Planning

Job Role Summary

The IT Support Analyst will provide technical support to end users on various technical issues and problems relating to both in-house and vendor software. Responsible for documenting and resolving service tickets in a timely manner according to the Service Level Agreement (SLA).

Job Role Responsibilities

- Monitor Incident/Work Order queue and provide user problem resolution in a global environment
- Identify/propose fixes and opportunities for automation
- Work with experienced team members, in order to troubleshoot, debug and upgrade existing software, identifying areas to improve system performance and availability impact.
- Provide proactive communication regarding system outages, issues or workarounds
- Participate in the development/update of functional specifications for programming changes
- Collaborate with other teams to develop solutions or complete changes/fixes
- Develop/update documentation
- Integrate software components and third-party programs. Independently install, customize and integrate software packages.

Expected Level of Proficiency

- Previous strong work experience with IBM Cognos TM1 and Planning Analytics tools (Planning Analytics for Excel, Planning Analytics Workspace)
- Strong analytical trouble-shooting skills
- Good verbal and written communication in English
- Good communication and problem solving skills
- Strong customer focus
- Ability to work remotely form customers and some team members