Roles & Responsibilities:

1. Provide project support to Business Analysts for inflight projects:

- Assist in analysis tasks

- Assist in documenting and specifying requirements

- Assist in documenting meeting summaries/notes

- Assist in project reporting

- Assist in smoke testing

2. Be responsible for post implementation product maintenance and support. This includes:

- Transition from project support to become the key liaison with the business to discuss and understand any issues or change requests raised

- To become a custodian for the product(s) and to act as the functional subject matter expert

- To document any change requests in well-defined user stories and to follow internal protocol for review and approval

- To create and maintain training documentation to ensure it is kept up-to-date with product enhancements

3. Be responsible in monitoring and resolving application issues raised through our corporate helpdesk:

- Collaborate with colleagues to ensure the helpdesk backlog is minimal

- Prioritize requests in accordance with corporate service delivery criteria

- Investigate problems and other requests for support and determine appropriate actions to take, be it escalation or further investigation

- Monitor progress of requests for support and ensure users and other interested parties are kept informed

- Ensure employee terminations are processed in a timely manner

4. Liaise with the business analysis and solutions teams when necessary to resolve issues requiring more specialized intervention

5. To be involved with final phase in-flight projects to ensure a smooth transition takes place at project closure

Experience:

Mandatory :

- Established experience as an Applications Support Analyst, Junior Product Manager, Junior Business Analyst or similar role with a proven experience of supporting complex enterprise sales or operational systems

- Working experience with using Helpdesk systems and tools, including incident logs and remote access

- Experience with working with international cross functional teams

- Experience in documenting functional requirements/requests

- Experience in working with commercial software applications such as CRM, ERP, etc

Desirable :

- Working knowledge of the sales and marketing industry

Skills & Abilities:

Mandatory :

- Excellent command of the English language in both verbal and written communication

- Solid understanding of SDLC

- MS Word, MS Excel, MS Project & MS Visio

- Basic requirements elicitation and management

Desirable :

- Working with major project management methodologies (Agile, Prince2 etc.)

Qualifications:

Mandatory :

- As a minimum, educated to a degree level

- At least 5 years corporate experience working for a large enterprise

Desirable :

- Understanding of ITIL processes

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