CLICK HERE TO APPLY The Opportunity Could be located in Panama, Bolivia, El Salvador, Nicaragua, Perú, Colombia or Guatemala.
The Applications Support Analyst will lead and provide high quality operational and technical application and systems support to Save the Children International’s customers and internal business functions. Minimising the adverse impact of Incidents and Problems on the business, preventing reoccurrence of Incidents, and ensuring release management is followed to allow the safe deployment of changes to production systems. Owner of the Problem Management process, ensuring reduction in recurring issue goals are achieved.
KEY AREAS OF RESPONSIBILITY:
This is a global role working on delivering and supporting Global Applications in over 60 countries, potentially expanding in future to include SCA members.
Provide Application implementation and support services to ensure the stable operation of Save the Children’s Applications. This includes providing Expert Consultancy capability, Continuous Service Improvements, optimising key functional areas, application support, accepting new releases of software and transitioning them to Service to ensure maximum availability of systems as well as the interfaces which deliver the end-to-end business process. Scheduling and directing activities to resolve software and integration problems in a timely and accurate fashion.
The challenge: As Save the Children moves more systems from data centres to the cloud and more into Shared Services the successful applicant in this role will be faced with supporting Global Application Services in a fast paced 24/7 organisation. The challenge is to work with the business, external suppliers, consultants and internal Subject Matter Experts to initiate fast paced resolutions to Service Incidents. This person must be able to conduct root cause analysis and utilise problem management processes to ensure incidents are resolved to meet defined IT Services Levels. They will also need to ensure software releases and major product enhancements to applications and their integrations are managed via Change Management process to ensure the production environment is always protected.
The challenge will include being able to:
Demonstrate experience of proactive service management of Global Systems
Deliver Continuous Service Improvements.
Provide expert consultancy capability for Global Systems & services
Demonstrate Innovative thinking and learning whilst adapting to continually evolving services.
Work in a team within the ITIL framework
Demonstrate good technical troubleshooting / problem solving skills in a high pressure environment
Have a good understanding of System Environments & Configuration management.
Responsible for acting as the public face of IT to global application users, business partnering with staff globally, assisting them to use core applications to achieve key SCA aims of efficiency and effectiveness in operations
Responsible for providing reports and data extracts using browser and other appropriate tools, through BAU development processes in accordance with business requirements
Responsible for enhancing and optimising key developed reports
Act as an advisor to user teams globally on how to use Applications in a best practice fashion, as defined by SCI global standard
Create documentation in line with any approved system changes
Assist with on-boarding new country offices, which will share Save the Children platforms
Business partner key stakeholders to capture new business requirements and prioritise for future development
Shared responsibility for support for global users at centre, Regional, Country and Sub-Office levels, which includes logging and management of 3rd/4th level support calls with SCA
Responsible for taking ownership of and resolving all Application related support tickets within the appropriate SLA
Responsible for escalating unresolved support tickets to L2, L3 or vendor support mechanisms and tracking such issues through to conclusion
Occasional requirement to carry out regression testing to ensure that live Operations are safeguarded at all times.
Working with the Software Quality Assurance Analyst Responsibility for participating in user regression testing where required
Ensure that all test feedback to documented in the bug tracking system
In order to be successful you will bring/have:
Essential
strong web/collaborative development and support experience required
excellent knowledge of Active Directory and DNS
good experience with collaborative/training applications such as SkypeForBusiness
knowledge of relational databases (eg. MS SQL server)
cultural awareness and experience of delivering global web solutions that cater for local needs (eg. area with poor bandwidth, multiple character sets, etc.)
good communication skills (written & oral English), including the ability to communicate and present both at a technical and non-technical level
able to demonstrate instances of initiative that have delivered organisational benefits
outstanding customer service orientation and follow-up skills
strong analytical and problem solving skills
ability to work independently without direct supervision
ability to learn new web/collaborative systems and applications quickly
ability to work well under pressure
understanding of basic networking / infrastructure knowledge
experience with Microsoft IIS and/or Apache
Desirable
experience of working in organisations with international activities
non-profit sector knowledge/experience
experience with administration of Office365
experience with Azure Administration and support skills
experience with ERP system will be a good advantage
programming knowledge in diverse applications/languages
the ability to converse in languages other than English
auditing skills/experience
administrator level knowledge of SharePoint 2010/2013
administrator level knowledge of Jira
experience in working with offshore project team members
We offer a competitive package in the context of the sector.
The Organisation
We employ approximately 25,000 people across the globe and work on the ground in over 100 countries to help children affected by crises, or those that need better healthcare, education and child protection. We also campaign and advocate at the highest levels to realise the right of children and to ensure their voices are heard.
We are working towards three breakthroughs in how the world treats children by 2030:
No child dies from preventable causes before their 5th birthday
All children learn from a quality basic education and that,
Violence against children is no longer tolerated
We know that great people make a great organization, and that our employees play a crucial role in helping us achieve our ambitions for children. We value our people and offer a meaningful and rewarding career, along with a collaborative and inclusive workplace where ambition, creativity, and integrity are highly valued.
Application Information:
Please apply using a cover letter and up-to-date CV as a single document. Please also include details of your current remuneration and salary expectations. A copy of the full role profile can be found at https://www.savethechildren.net/careers/apply
We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.
All employees are expected to carry out their duties in accordance with our global anti-harassment policy.
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