Job Description

Demonstrating an exceptional customer service orientation, receive and log all support request from TMF Clients and Internal/External Stakeholders to comply with current SLA (service level agreement) The Digital Client Platform Support Analyst provides functional, technical and Domain specific (e.g. HRP) Processing support for users of TMF Applications INSITE, PDTS and Sharefile . This includes providing functional support as well as quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed Manages, maintains and supports applications, focusing on stability, quality and functionality against service level expectations. Start of day checks, continuous monitoring, and regional handover Perform client processing with SLAs. Develop and maintain support documentation. Following implementation process for new entities & change request. Identifies ways to maximize the potential of the applications used, assess risk and impact of production issues and escalate to business and technology management in a timely manner Formulates and defines scope and objectives for complex application enhancements and problem resolution Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements Participate and supports in application releases, deployment into production Engages in post implementation analysis to ensure successful system design and functionality Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact Ensures essential procedures are followed and helps to define operating standards and processes Act as a liaison between TMF Clients / TMF Local offices, interfacing internal technology groups and vendors Build relationships with customers as required. Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences. Create periodic Application Support management reports Create monthly client reports on platform availability, and the responsiveness and resolution of the different priority level service incidents Manage user creation and accounts on the different platforms and contribute to Quarterly ISAE reviews on user management Ensure 1st Line support for the multiple platforms and technologies, including maintenance, support, change management, problem and incident management, and support during releases Where applicable work closely with the SME teams (Development, Infra, DBA, etc., focusing on stability, quality and functionality against service level expectations Provide 1st line functional/technical support and where possible 2nd Line technical support liaising closely with internal and third-party 3rd line application support SME s, ensuring issues are identified and resolved Ensure ticketed query system(s) and comprehensive database of queries and resolutions is kept up to date. Maintaining and updating technical documents and procedures accordingly Identifying opportunities for automation and minimizing manual errors and security incidents Support the Digital Product Management and Development team with the application release and system changes following the TMF Group s processes and procedures and participate / support where applicable in application releases, from development, testing and deployment into production Proactive in maintaining and increasing technical knowledge Assess risk and impact of production issues and escalate to business and technology management in a timely manner Liaise with Digital Client Success Managers, Implementation team, Development team and Product Management and other internal parties (Orchestration and GEM enhancement team) to ensure effective applications support for all external and internal clients for the existing legacy digital platform systems and TMF s next generation Digital Client Platform Support any associated onboarding and admin support for TMF clients onto the application portfolio where applicable Ensure any persistent issues are identified and corrective plans are developed and actioned in a timely manner Track, monitor and report on the ongoing support and maintenance status for TMF s next generation Digital Client Platform and other platforms Key Business Expertise: Minimum of a B.Tech/BE/BS university degree in Computer Science, Computer Application, Information Technology. Professional certificates are preferred. Minimum of 4-6 years relevant work experience in Application Support Experience in Incident and Problem Management Experience with Batch job execution, monitoring, error log analysis Knowledge of file layouts, formats/directory structure creation, user rights management is a must Domain experience in Technical Support/ Payroll/ HR/ Accounting/ Finance/ Entity Management is helpful Ideally would also be able to support Global projects and development, as requested ITILV3/PMP/PRINCE2 certification is a plus. Candidate Profile: Domain experience in Payroll, HR, Entity Management, Accounting, Finance and experience in working with HCM systems like Workday, Horizon will be an advantage Experience of working in a complex, multi-country professional services, BPO, SaaS or ITO organization with complex processing requirements will be an advantage Strong external and internal customer service orientation Possess the skills and personality to operate independently and effectively Understand how to balance business and technological requirements Have multi-country experience and demonstrates an ability to work in a multi-cultural, talented and demanding team environment Excellent communication skills in both written and oral form, with staff members, customers, suppliers and the management team with the ability to take action and get results Fully proficient spoken and written English, additional European languages will be an asset.

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