Applications Support Analyst-PRIME

The Opportunity

This position can be based in: Panama, Colombia, El Salvador, Guatemala, or Peru. 

Applications Support Analyst-PRIME

ROLE PURPOSE

To lead and provide high quality operational and technical application and systems support to Save the Children International’s customers and internal business functions. Minimizing the adverse impact of incidents and Problems on the business and preventing reoccurrence of Incidents and ensuring release management is followed to allow the safe deployment of changes to production systems. Owner of the Problem Management process, ensuring reduction in recurring issue goals are achieved.

KEY AREAS OF ACCOUNTABILITY:

Responsible for acting as the public face of IT to global application users, business partnering with staff globally, assisting them to use core applications to achieve key SCA aims of efficiency and effectiveness in operations:

• Responsible for providing reports and data extracts using browser and other appropriate tools, through BAU development processes in accordance with business requirements.
• Responsible for enhancing and optimising key developed reports
• Responsible for system administration
• Act as an advisor to user teams globally on how to use Applications in a best practice fashion, as defined by SCI global standard.
• Create documentation in line with any approved system changes.
• Assist with on-boarding new country offices, which will share Save the Children platforms.
• Business partner key stakeholders to capture new business requirements and prioritise for future development.

Shared responsibility for support for global users at centre, Regional, Country and Sub-Office levels, which includes logging and management of 3rd/4th level support calls with SCA .

• Responsible for taking ownership of and resolving all Application related support tickets within the appropriate SLA.
• Responsible for escalating unresolved support tickets to L2, L3 or vendor support mechanisms and tracking such issues through to conclusion.

Occasional requirement to carry out regression testing to ensure that live Operations are safeguarded at all times. 

• Working with the Software Quality Assurance Analyst Responsibility for participating in user regression testing where required
• Ensure that all test feedback to documented in the bug tracking system.
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To be successful, you will bring/have: 

•  Computing degree (BSc, BA or equivalent) however equivalent relevant work experience is also of value. ITIL Experience desirable.
• Excellent communication skills (written & oral English), including the ability to communicate and present both at a technical and non-technical level. Portuguese is desirable.
• Strong web/collaborative development and support experience required.
• Excellent knowledge of Active Directory and DNS.
• Good experience with collaborative/training applications such as MS Teams.
• Knowledge of relational databases (eg. MS SQL server).
• Cultural awareness and experience of delivering global web solutions that cater for local needs (eg. area with poor bandwidth, multiple character sets, etc.).
• Able to demonstrate instances of initiative that have delivered organisational benefits.
• Outstanding customer service orientation and follow-up skills.
• Strong analytical and problem-solving skills.
• Ability to work independently without direct supervision.
• Ability to learn new web/collaborative systems and applications quickly.
• Ability to work well under pressure.
• Understanding of basic networking / infrastructure knowledge.
• Experience with Microsoft IIS and/or Apache.
• Desirable experience with DATIX, Azure Administration and support skills, ERP system, administrator level knowledge of SharePoint 2010/2013/Online, administrator level knowledge of Jira.

We offer a competitive package in the context of the sector. 

Application Information:

Please apply using a cover letter and up-to-date CV as a single document. Please also include details of your current remuneration and salary expectations. 

We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.

All employees are expected to carry out their duties in accordance with our global anti-harassment policy.

Save the Children does not charge a fee at any stage of the recruitment process.

Applications will be reviewed on a rolling basis. Early applications will have priority. Qualified candidates could be interviewed before de application closing date.