Job Title
Technology Solutions Analyst
Job Description Summary
Global Technology Service group, a team of dedicated IT consultants, project managers and business analysts that support our client technology solutions through best-in-class software systems utilizing a service delivery model to deliver value within a clear, consistent and measurable framework. Additionally, we provide assessment, technology roadmap, transition and integration services as well as a continuous improvement-based support model to ensure an ongoing technology investment for the duration of our client relationships. In support of Global Occupier Services, our team provides business development support including solution definition, pricing, technology demonstration and delivery for Strategy and Portfolio Administration Services, Transaction & Project Management Transaction, Facilities (IFM), Space & Occupancy, and Financial Management. This is a full-time position and will be a Global location.
Job Description
Role Description
The role of Technology Support Analyst includes the following key responsibilities:
Provide Support activities of client implementation and delivery services including the following:
Manage Technology ticket 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
Development support reporting including service level metrics reporting, trend analysis
Compliance and business controls support to ensure audit ready posture including:
Participate in compliance activities and requests including user access reviews, internal reviews, self-testing, internal audits and external audits
Partner with Business Leadership to perform audit activities related to compliance
Work with business and IT control owners and operators to ensure quality, consistency and operability of new and existing controls.
Participate in the remediation of control gaps found from audits, reviews and risk assessments
Solution support for Clients utilizing existing Client infrastructure and software as well as the application of new software technologies and systems integration (as required) to support service delivery and enhance the platform
Provide portfolio configuration and data migration for smaller client portfolios
Working with the business development point of contact, preparation of implementation plans & activities
Report development to support ad hoc reporting, KPI reporting across service lines in support of client deliverables
Provide training and user support during delivery activities
Maintain competency in GOS Technology client applications for consulting, implementation and demonstration capabilities
Contribute to the GOS Technology team knowledgebase with best practices, lessons learned, concept and solutions documents
Provide secondary support to the Delivery Management team for consistency across transitioning client base
Primary Duties
This position has matrixed responsibility through portfolio and projects.
Primary duties include:
- 85% Support and Team activities, platform enhancements
- 15% Delivery activities with vendor, client and team resources
Technical and Functional Requirements
Technical fluency required with the following:
- Microsoft Office / 365, including Excel, Word, Project, SharePoint.
- Must be able to use laptop, Mobile Device and wireless technologies
Specific Credentials or Work Experience Requirements
- BA in IT, Management information Systems
- 2 + years’ experience in Facility Management Services delivery and software implementation focused on efficient and effective delivery of support services through integration of technology
- Experience in API / Integration Protocols and Data Governance and Data Management is a plus
- Fluent in English language
Additional Requirements
- High Level of critical thinking and judgement exercised daily
- 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.
- Project Management, ITIL or SDLC is a plus
INCO: “Cushman & Wakefield”