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    Lead Analyst, Group Application Support - Malaysia, Kuala Lumpur - Savvy Search Asia

    Savvy Search Asia
    Savvy Search Asia Malaysia, Kuala Lumpur

    4 days ago

    Default job background
    Full time
    Description
    JOB SCOPE

    Role : Lead Analyst, Group Application Support (SmartSheet, UiPath Automation Hub)

    • First point of contact to respond to issues and queries from AIAs Business Users from different countries.
    • Responsible for interacting with users (all levels) on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
    • To perform troubleshooting and to provide resolutions on the issues for the respective applications within the Service Level Agreement
    • Liaise closely with Team Lead / Manager on escalation, reporting, new application rollout, Knowledge Transfer Transition, and other queries.

    Job Requirements

    • As irst Line Application/Functional support (Level 1 & Levelv2) to group applications primarily on SMARTSHEET & UiPath Automation Hub, secondary on SAP ECC, ARIBA and CONCUR.
    • Perform investigation and diagnosis of incidents with references to existing knowledge base / problem management database / list of known errors.
    • Provide solution or workaround within stipulated Service Level Agreement.
    • Responsible for communicating with users to understand, categorize and prioritize Incidents & Service Requests accurately adhere to IPC Process.
    • Highlight and escalate recurring Incidents which are similar in nature and looking for permanent fix under Problem Management.
    • Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
    • Escalate Major-Incident to Team Lead & Manager (Crisis Management).
    • Escalate and highlight Incidents that are at risk of breaching.
    • Closely follow up on outstanding Incidents and Service Requests till closure and ensure that users are informed about their ticket status.
    • Provide support to Team Lead & Manager when necessary.
    • Managed Vendor on ticket handling, resolution & knowledge capability.
    • Maintain operation manual and related procedures.
    • Generate monthly SLA dashboards.
    • Perform annual user recertification.
    • Self-initiative such as seek for process improvement or system enhancement.
    • Manage to deliver and handle assigned task independently.
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