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About Oliver Wyman

Oliver Wyman is a global leader in management consulting. With offices in more than 70 cities across 30 countries, Oliver Wyman combines deep industry knowledge with specialized expertise in strategy, operations, risk management, and organization transformation. The firm has more than 5,700 professionals around the world who work with clients to optimize their business, improve their operations and risk profile, and accelerate their organizational performance to seize the most attractive opportunities. Oliver Wyman is a business of Marsh McLennan [NYSE: MMC]. For more information, (link removed). Follow Oliver Wyman on Twitter @OliverWyman.


Job Overview:

The Information Technology Services department is searching for an application support analyst to support the many applications within the environment, including CRM, Intranets, KNOW, Gdrive, OneDrive, Slack, Teams etc. They will work closely with the regional staff, the business systems analysts and developers to ensure the solution is working acceptably. Additionally, they will work to ensure that we are able to maintain the existing environment and plan for future enhancements.


Scope of Activities:


Serve as the Application Support Analyst for our applications and answer / facilitate questions from the staff and/or ITS team.

Initial focus will be on several business critical systems such as Microsoft Dynamics CRM applications and other business critical resources. Related responsibilities include:

Help design, develop, document, and test changes to systems. This includes KB (Knowledge Base) documentation that will be used by Level 1 (Service Desk) and Level 2 (Local Technology Coordinators) support staff.

Collect regional client requirements with application functionality identifying areas for customizations/custom development.

Keep up to date on application releases (patches, upgrades, etc.), Work with Local Technology Coordinators to ensure they have the ability to provide 2nd level support of all applications.

Monitor and report application performance metrics, errors, inaccuracies or inefficiencies, making recommendations as needed.

Monitor Service Now for any tickets/requests that get assigned to our group

Drive issue resolution, develop business knowledge and apply technical alternatives.

Respond quickly in a rapidly changing business environment.

Research and participate in training and stay current on client/server related issues and technologies.

Perform other duties as assigned.

Constantly monitor and report on any service issues to ITS Leadership

Work closely with Business System Managers on projects, testing and rollouts of new applications


Skills and Credentials:


Bachelor's degree in computer science, computer engineering, electrical engineering, systems analysis or a related field of study, or equivalent experience.

Strong facilitation and consensus building skills.

One to two years of application support experience

Microsoft Dynamics experience preferred

Exposure to multiple, diverse technologies and processing environments.

Exceptional interpersonal skills, including teamwork, facilitation and negotiation.

Strong leadership skills.

Excellent analytical and technical skills.

Excellent written and verbal communication skills.

Excellent planning and organizational skills.

Familiarity with basic graphical modeling approaches, tools and model repositories.

Ability to translate business needs into requirements.

Ability to manage multiple projects.


Characteristics:


Respected as a technologist.

Influential in the organization and a team player.

Highly supportive of the business and of its ideals and strategies.

Results oriented.