Overview

The Business Applications Support Analyst will be responsible for delivering high-quality application support services to the Games Global user community. The Business Applications Support Analyst will work in a dynamic, fast-paced environment and have a balance of technical and analytical problem-solving skills to support business applications, i.e., Jira, Confluence, Business Central, Alliant, Cognos, Replicon, etc.

Responsibilities

Specific responsibilities for this role include, but are not limited to:

• Provide technical IT (Information Technology) applications support for Games Global (GGL) IT and manage escalations to 3rd Party vendors and service providers.
• Manage IT support tickets (e.g., Incidents, Requests, Problems, Change Requests) within the agreed service levels.
• Ensure that the GGL IT Team exceeds customer expectations and escalate issues as appropriate to senior engineering teams, where assistance is needed.
• Maintain effective and regular communication to ensure that end users are always kept updated on all their logged tickets.
• Focus on continuous improvement and enhancements by trying to resolve recurring IT incidents permanently as part of effective problem management with the use of automations.
• Demonstrate flexibility, proactiveness, and willingness to solve all IT needs as requested.
• Adhere to governance and compliance processes and policies, i.e., ISO, SDLC, Change control process, and GG IT policies and processes.
• Documentation, e.g., Knowledge base articles, work instructions, standard operating procedures, application design and configuration, and DRP.
• Management of software licenses of different applications to ensure access to applications is always possible.
• Review system/application software updates/release cycles in accordance with the OEM product roadmaps.
• Review system/application life cycles and monitor applications approaching end of life and/or support.
• Manage vendor relationships through monthly reviews and SLA management.
• Manage technical risks logged to the Application Services team.
• Work as part of a team on projects adhering to priorities and timelines.
• Manage and perform deployments and changes to business applications ensuring adherence to company standards and policies.

SKILLS COMPLEXITY AND CREATIVITY

• Willingness to work in a team and learn from others
• Ability to manage multiple deadlines and perform under pressure
• Ability to analyze complex processes and systems and document accurate system requirements
• Application management (Administration, Problem analysis, support, deployment & training)
• Strong communication and interpersonal skills
• Flexibility and willingness to be involved in a variety of tasks with the ability to manage a varied workload and deal with conflicting demands
• Creativity, a can-do attitude, and self-motivation
• Ability to work effectively under pressure and manage stress
• Manage the expectations of multiple project stakeholders
• Understanding of network infrastructure and information security
• Understanding of Active Directory, Microsoft Management Suites like Intune, End Point Protection; Multi-Factor technologies like Okta and Windows Desktop Operations
• Effective written and verbal communication skills
• Ability to multi-task and deliver effective feedback to various stakeholders

BEHAVIOURS

• Display Company Values (Boldness, Togetherness, Authenticity)
• Boldness – Making bold decisions, being passionate and creative
• Togetherness – Being collaborative and working as a team to succeed as one
• Authenticity – Being honest and transparent with each other

• Preferably a certification or diploma in IT Information Systems
• ITIL Foundation
• Minimum 5 years in a software development/application management/IT environment or equivalent experience in the same role
• Understanding of server software, hardware, databases, and configurations