Location
Chertsey, Surrey | United Kingdom
Job description
Requirements:
Possess a broad functional and technical knowledge of Finance and HR technologies. Highly experienced in providing excellent customer service and problem resolution.
Key responsibilities include:
- Take responsibility for the core business systems, including administration, maintenance and development.
- Partnering with key Business Stakeholders to shape the IT demand gaining buy-in and engagement on medium and long term roadmaps.
- Pro-actively contribute to the continuous improvement of technology/business processes through identifying opportunities for improvement and implementing changes.
- Take full ownership of resolving immediate technology system issues as they impact the customer involving troubleshooting, logging, reporting and escalating issues to the relevant stakeholders once all lines of enquiry have been followed. Including the distribution of support communications when applicable.
- Managenearshore/offshore partner team resources delivery, ensuring:
- First class functional & technical support to end users
- Ensure technical support and support processes are provided within agreed support hours
- A robust Incident, Service and Change process including impact assessment and root cause when applicable
- Analysis and prioritisation of demand to ensure delivery within agreed timescales and we gain maximum value of our applications
- Requirements are properly understood, technical design, testing and documentation meets system standards
- Maintain Technical documentation in a single repository
- Responsible for the Upgrade, Release & Change Management lifecycle that involves the stages such as scheduling the release/change and coordinating between teams (Business & Application Supplier/Vendor)
- Work with heads of departments and to implement relevant regulatory and legislative changes in a timely fashion.
- Execute all internal processes and perform audits to ensure integrity of all systems and collaborate with functional users to develop all business processes and provide support to all associate activities
- Provide input and quality assurance into the production of functional and technical specifications for new and existing business managed systems, and/or new components or interfaces between existing systems if required;
- Working with Vendors/Suppliers to develop the 'Art of the Possible' and maintain guidelines on best practice for introducing new functionality and integration solutions
SKILLS, KNOWLEDGE AND EXPERIENCE:
Key experiences:
Core Skills & Knowledge
- Bachelor's degree required. Masters degree or equivalent experience preferred, or suitable professional qualification where applicable
- Strong functional knowledge ideally both through the implementation lifecycle and in a business as usual context within at least one business application (Finance/HR), with interest in learning more about other functional processes and technology
- Knowledge of Finance and HR business processes
Functional Skills & Knowledge - Experience in conducting design workshops, designing solutions, and producing documentations for relevant configurations and functional specifications.
- Proficiency with various software development life cycle methodologies including waterfall and Agile development
- Proficiency in Release & Change Management lifecycle that involves the stages such as scheduling the release/change and coordinating between teams (Business, Group Applications Lead & Application Supplier)
- Knowledgeable of project delivery cycles according to PMP or Prince 2 methodology.
- ITIL service management experience and ITIL certification to a minimum of foundation level would be desirable, but not essential
Track Record (Proven)- Practical experience in a 2nd or 3nd line technical support role
- Practical project delivery experience eg. Prince 2, APM etc
- Organised, logical and methodical, flexible person with a deadline driven working manner and an attention to detail and accuracy in both written and spoken English
- Self motivated and able to work autonomously and within and leading a team
- Proven experience working with and supporting business teams under pressure to delivery to deadlines
- Proven experience in taking personal accountability and ownership for all deliverables, work proactively and at pace to deliver required milestones
- Practical experience working in a highly motivated team environment and managing self and others
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