- Act as first point of contact to respond to issues and queries from AIAs Business Users from different country. 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.As first line application support (Level 1 & 2) to group enterprise applications - SAP FINANCE (FI, BCM, FAM, CM), ARIBA, CONCUR, IFRS Actuarial System (SAS Subledger), Microsoft Power BI.
- 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.
Snr Analyst, Group Applications - Kuala Lumpur, Malaysia - Jobs2Grab
Description
JOB SCOPE
Role : Snr Analyst, Group Applications
At AIA weve started an exciting movement to create a healthier, more sustainable future for everyone.
As pioneering innovators for over 100 years, were now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.
To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.
If you believe in developing a better tomorrow, read on.
JOB REQUIREMENTS
ABOUT THE CLIENT/BENEFITS
At AIA Australia, we're here to make a difference in people's lives. This is our organisational purpose. Its what unites us. But we can't achieve this without making a difference in the lives of our employees.
At AIA Australia focus on career development, people development and leadership capability, so that youll be nurtured and have all the opportunities to reach your full potential.
We understand healthy employees are happy employees. Thats why we have a culture of care that promotes wellbeing, inclusion and flexibility. With fruit box deliveries, recharge days, flexible work arrangements and an AIA Vitality membership (including a FitBit).
We recognise your efforts and hard work because we understand that everyone in our AIA family is important. When people feel valued, they become more productive and satisfied, and we want you to feel inspired every day.
Your success is ours. Not only do we provide you with all the resources for you to thrive, we enable you to be the best that you can be. We encourage creative thinking and you will even be rewarded for it
Disclaimer: The job advertisement listed above is verified by for a present or future talent requirement from our client employer. This could be for developing their talent pipeline within their portfolio specialisation areas. holds no responsibility for any obsolete advertisements that it has no control of managing those postings. Please contact our client employer's talent acquisition team or visit their direct careersite for any clarification if needed. If you are a client employer and wish to have this job unlisted, please login to your employer account to terminate the job posting or you may contact our support team.