Senior Application Support Analyst (L2 & L3) COGNOS TM1/ITALIAN OR GER

Budapest  ‐ Onsite
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Description

Senovo IT is urgently looking for several profiles of Senior Application Support Analyst (L2&L3) with experience in Cognos and speak Italian or German.

It is a 6 months contract in Budapest with extension. Please see below the job spec for the role and apply with your CV and best number to reach you for immediate consideration.

Area of responsibility:

Service Delivery Management

  • Responsible for liaising between teams across locations and applications, vendors and Customer
  • Report performance metrics on a periodic basis to the customer stakeholders
  • Engage with Customer and drive status report meetings, jointly work with the customer to prioritize improvement opportunities
  • Identify and assess service improvement opportunities
  • Participate and provide inputs for release planning, Act as the point of contact for the application, Support Service Management/process related activities performed with relevant delivery data
  • Responsible for end to end services for the application cluster/portfolio being managed
  • Coordinate with onsite and offshore teams as necessary during service delivery, including daily connect calls
  • Ensure adherence to contractual requirements including client security and compliance needs
  • Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution
  • Ensure adherence to defined processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc.)
  • Prepare performance dash boards & management reports
  • Ensure schedule adherence for release requests and notify stakeholders in case of deviations
  • Conduct periodic data analysis, perform RCA for any targets missed and customer escalations; Report the findings to the Service Owner; Implement all Corrective and Preventive actions - Deploy process as defined in the process handbook
  • Prepare release notes and ensure application documents are updated to reflect the changes made.
  • Participate and provide inputs for all audits. Adhere to governance for day to day activities
  • Perform periodical trend analysis of the tickets, identify the improvement areas that will stabilise the Service and also provide value adds to the Service. This includes automation and performing minor enhancements.
  • Follow the various Service Management process such as Problem Management, Capacity management etc and constantly work towards protecting and improving the Service.
  • Be flexible to get cross trained in new technologies or applications so the functional/technical expertise is leveraged between the team. Be flexible to work extended hours as required based on the demand and requirements.
  • Prior experience in provision of production Support and engagement with vendors and teams working remotely. Experience in managing communications during the war rooms and priority incidents
  • Be flexible to work on any additional activity as driven by the Business requirements that might have not been covered above.

Area of responsibility:

Coordination

  • Cooperate with teams at different locations
  • Maintain good and effective relationship with all internal and external stakeholders

Area of responsibility:

Operation Management

  • Compliant with the client's Standard requirements (iQMS)
  • Initiate process improvement activities for service level improvements
  • Report of the potential risks
  • Collaboration with higher Management to ensure correct realization of the contract in terms of Client's requirements and claims, performances, security, environmental and legal constraints, quality of the deliverables
  • Report if network and voice related equipment are not functioning properly
  • Ensure Timesheet compliance
  • Ensure Mandatory training compliance

Area of responsibility:

Knowledge Management

  • Ensure complete KT to new members on the team. Participate in training sessions conducted by project for new releases.
  • Gain understanding of latest technologies

Area of responsibility:

Processes

  • Cooperation with internal support groups (HR, Admin, Payroll & Finance, IS, Delivery Excellence, Pre-Sales)
  • Follow all client's internal processes
  • Complete reporting requests by direct and indirect Superiors
  • People and Performance Management
  • Participate on team building activities within the team
  • Service Level Management
  • Analyse and track SLA/KPI compliance and identify corrective steps appropriately
  • Review expectations from customer and manage service level
  • Monitor overall service level (KPI/SLA) across various towers and report it to management and customer
  • Initiate process improvement activities for service level improvements

Objective requirements related to the job

General:

  • Good knowledge of Windows 7/10 or latest, MS Office and Internet Explorer or Edge

Technical:

  • Excellent knowledge of ITIL standard
  • Non-Technical:
  • Motivated and it is day to day practice to learn new applications and domains
  • Excellent time management skills
  • Ability to take ownership of tasks
  • Excellent experience with DevOPS process

Cognos TM1 resource with minimum experience of 6-7 years.

  • Should have Production Support experience.
  • Should have strong knowledge in Cognos cubes and financial planning.
  • Should be able to handle Cognos Reporting Services.(TM1 CAFÉ )
  • Should have knowledge of Tm1 components such as Perspectives, Architect, Performance Modeler and Web contributor.
  • Good at security maintenance (using Cognos BI)
  • Must have good knowledge about data sources or Integration systems.
Start date
ASAP
Duration
6 months + EXTENSION
(extension possible)
From
Senovo IT
Published at
17.08.2018
Project ID:
1616616
Contract type
Freelance
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