Job Title
Triana Support Analyst
Job Description Summary
The Triana Support Analyst role involves supporting client services by monitoring SLAs, dispatching requests, managing user access, and creating KPI reports. The position requires strong English communication skills, basic MS Office knowledge, and an aptitude for the technical requirements of the role.
Job Description
Core Responsibilities:
Provide Support activities of client implementation and delivery services including the following:
Manage Technology ServiceNow queue ensuring adherence to service level response and resolution requirements.
Service request support including end-to-end management of L1-L3 incidents, including performance of internal and vendor resources
Develop ServiceNow reporting including service level metrics reporting, trend analysis
Triage incoming support activities and follow escalation process and manage issue to completion
Compliance and business controls support to ensure audit ready posture including:
Participate in compliance requests that include internal reviews, self-testing, internal audits and external audits.
Partner with Business Leadership to perform audit activities related to compliance
Support quarterly user access reviews for multiple service lines
Research and respond to questions raised in audit, review and risk assessment cycles
Solution Implementation Assembly Management activities to ensure successful client delivery including:
Configuration of BI Platform Portal to enable new client onboarding, Portal layout/configuration and access management
Facilitate user review and acceptance of application configuration and performance
Provide training and support to end users during support activities
Documentation activities to that will include:
Design of process and user guides to facilitate and support training activities
Design of SLA documentation to articulate the responsibilities of the platform and assist in expectation management
Design of playbooks that cover compliance, release and support activities
Skills & Personal Qualities:
- High Level of critical thinking and judgement exercised daily
- Attention to detail
- Maintain a “can do” mentality with the ability to take charge with minimal information
- Able to choose the most effective forms of communication to articulate complex problems to non-technical resources.
- Work closely with a multi-disciplinary team in an Agile / Scrum environment ensuring quality deliverable end of each sprint.
Good to have
- BA in an IT related major
- Proven experience trouble shooting and resolving analysis services issues. Debugging, identifying bugs and driving them to closure by working closely with the development team
- Project Management skills in order to design and manage complex solutions and delivery to clients.
- Microsoft Office / 365
- Basic SQL language
- Azure Devops understanding
- Understanding of source control (Git, SVN, TFS, etc)
- Software Development Lifecycle Management (SDLC)
- Understanding general laptop, Mobile Device and wireless technologies
What we can offer:
Competitive compensation and benefit package
Great learning and development opportunities
Benefit package includes cafeteria, mental and physical health care package, community bike ticket, and loyalty-based elements
Modern, award-winning office with a view of the Danube
Central location, excellent public transport
Youthful and supportive work environment
Additional holidays to compensate for Hungarian public holidays falling on a weekend
A steadily growing, 100+ year-old international company
INCO: “Cushman & Wakefield”
